Situation
Healthcare professionals navigated a fragmented onboarding system with 36 manual PDF handoffs across three stages, causing confusion, delays, and high drop-offs.
Task
Identify pain points and simplify the legacy system into a friction-free, secure, and accessible digital journey aligned with GDS standards.
Action
Conducted comprehensive GDS and UX analysis to dismantle and rebuild the legacy system.
Consolidated complexity: Merged 36 form steps and three-tier structure into a single streamlined flow.
Eliminated friction: Removed redundant pathways using user-centred information architecture.
Enhanced accessibility: Integrated time estimates, contextual guidance, plain English, and glossary support.
Iterated relentlessly: Wire-framed and refined through user testing to ensure intuitive navigation.
Result
Reduced onboarding time by 75% (12 weeks → 3 weeks) for 2,500+ staff. Delivered a scalable framework that minimised drop-offs, transforming a “data-heavy technical interface” into a concise, intuitive experience.
Mapping & analysis of Current Journeys
User Data & Pain Point Problem Definition
Worked with user research, competitive analysis, and stakeholder interviews to validate the market and define key problems.
Simplifying Complex Data & Journeys.
• Turned insights into actionable direction by mapping current workflows and designing streamlined user experiences.
Simplifying Complex Data & Journeys.
• Turned insights into actionable direction by mapping current workflows and designing streamlined user experiences.
• Analysis revealed redundancies in the existing two-part process. I applied GDS principles, plain English, and user-centred design
• Created a clean, intuitive experience—adding duration indicators and a facts glossary for clarity and accessibility.
UX Strategy & Ideation
Exploring solutions
User personas, journey mapping, Information architecture and feature prioritisation, I sketched User flows and concept tests.
Applied GDS principles to transform complex onboarding into intuitive, accessible user journeys.
Balanced security with user experience via streamlined sign-in flows and visual roadmaps, reducing cognitive load at each step.
This approach improved completion rates while maintaining strict data protection and security standards.
Deep Dive Analysis & Evolution
GDS Data Analysis & Process Simplification
Mapped and redesigned a complex legacy system, removing repetitive workflows and drop-off points using GDS standards. Delivered a colour-coded infographic that helped stakeholders visualise inefficiencies.
Client feedback: "Drilled down to immense simplicity—this allows us to really move forward now."
Client feedback: "Drilled down to immense simplicity—this allows us to really move forward now."
Digitisation & GDS Solutions
Translating the content and data into accessible screens
• Through red-line analysis, I demonstrated and recorded how I could reduce the whole process
• This would improve completion time, improving user-experience and conversion
• Delivered personalisation, fast sign-in, and a fully digitised product.
