Situation
Users experienced significant difficulty locating nearby test centres within the existing system, resulting in poor user satisfaction and abandoned journeys.
task
Redesign the user journey to prioritise clarity, usability, and intuitive navigation while simplifying the overly complex multi-step process developed by the IT team.
Action
Applying Government Digital Service (GDS) principles and human-centred design methodology, I deconstructed the existing data input system and rebuilt it from the ground up. I developed comprehensive presentations for government stakeholders, articulating the rationale behind UX improvements and demonstrating how the redesigned experience addressed user pain points. Through close collaboration with engineering teams, I refined interaction patterns to reduce friction points and streamline the user journey.
Result
A significantly improved user experience delivering faster search results and seamless navigation. The redesigned system reduced user effort, increased successful centre location completions, and received stakeholder approval across multiple government departments for its clarity and effectiveness.
Users reported a quicker result, better access and seamless user experience.
Journey mapping visualisations
Assisting the build team and demonstrating new simplified journey
Health Site Finder. Presentation to Stakeholders
I designed a strategic rapid-response and visual explanation of how this can be streamlined for public use. Analysing research and feedback I pipelined the idea in the prototype for a new Glossary of terms and Call to Action links in plain English.
The mobile version was created to flow as the easy app style.
