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.
Problem Mapping & User Needs Analysis
Defined key problems using user research, data insights, competitor analysis, and stakeholder interviews.
Mapped complex workflows to uncover redundancies in a two-part process, then applied GDS principles, plain English, and user-centred design to simplify the experience.
Mapped complex workflows to uncover redundancies in a two-part process, then applied GDS principles, plain English, and user-centred design to simplify the experience.
Delivered a clean, intuitive journey with added duration indicators and a clear glossary for accessibility — visualised through stakeholder storytelling to show variations and solutions.
UX Strategy & Simplification
Transforming complex legacy systems into intuitive, accessible GDS aligned experiences.
Through user journeys, information architecture, and streamlined flows, I simplified onboarding and sign-in while balancing security and usability.
A full process audit identified repetition and drop-off points, supported by clear, visual stakeholder presentations.
Result: improved completion rates, reduced complexity, and a clear path forward.
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.
