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.
Simplifying Complex Data & Journey Experience Plan
Simplifying Complex Data: Streamlined navigation into three main pathways using human-centred design, incorporating accessibility features such as form completion time, guidance tips, and clear entry points for new and returning clinicians.
From Sketches to Journey Plan: Analysis revealed redundancy in the two-part process, particularly in the second phase. Applied GDS principles, plain English, and user-centred information architecture, integrating duration indicators and a facts glossary to create a clean, intuitive, and accessible design process.
GDS-Aligned Interface Design for Onboarding
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.
GDS Data Analysis & Process Simplification
Conducted comprehensive process mapping of a complex legacy system, identifying repetitive workflows, unnecessary complexity, and abandonment points. Used detailed data analysis and journey mapping to pinpoint pain points and redesign the system to GDS standards, eliminating friction while maintaining full functionality.
Stakeholder Impact: Highlighted repeated and duplicated sections via an infographic with a colour-coded guide, enabling stakeholders and teams to quickly understand inefficiencies.
Client feedback: “Drilled down to immense simplicity—this allows us to really move forward now.”
Highlighting repetitions
Legacy System Analysis & UI/UX Redesign
Restructured a complex legacy system using GDS principles, mapping inefficiencies through red-line analysis of redundant PDF forms and repetitive data entry. Eliminated duplication and unnecessary steps, significantly reducing completion time while improving user experience and data integrity. Provided clear before-and-after comparisons showing legacy forms alongside redesigned GDS-compliant interfaces.
Creating simplicity out of complexity
