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NHS COVID-19 services

Designing critical, user centered services at pace.

During the COVID-19 pandemic, I designed critical services, including the Sign up to be contacted for coronavirus vaccine studies. Maintaining a user-centred design approach was paramount, ensuring that the services we created met the needs of users. I worked quickly to deliver designs without compromising quality and accuracy, prioritising the user's experience.

Collaborating closely with stakeholders and team members, I ensured that our designs aligned with broader goals and objectives.

Results

543,234 people signed up to become a volunteer using our service (the target was 500,000).

A summary of the results of a survey that was answered by 1,030 users, as reported by our user researcher:

• 99.7% of participants have found sign-up process easy
• 92% have found it very easy - up from 86%
• 55% told us that they have completed the sign-up process very quickly and another 42% described their process as quite quick.
• 92% of participants did not have difficulties answering any questions.
• When we asked participants to add any comments for us - almost all of them were praising the service.
• Overall - users were praising the service. It appears that some of the previously stated problems users were reporting are solved.

The project was challenging but rewarding, and I'm grateful to have contributed to something so important.