NHS App

CONTENT DESIGN, DIGITAL

With over 30 million users the NHS App, England's most downloaded free app of 2021, has a broad user base. So there was a huge focus on making content accessible and inclusive, following NHS and GOV.UK guidelines. We tested with people with low digital literacy and access needs, and ensured all of our content was WCAG compliant.

As Senior Content Designer I worked collaboratively with different disciplines, advocating for content design. And I transformed confusing user journeys and healthcare terminology into easy to read content. This included a content audit of all error messaging across the app, feeding into our design manual, to ensure consistency as parts of the app were often separate or worked on by different teams.

I’m also very proud of being the sole Content Designer, from discovery through to live production, on the launch team of a high-profile feature, integrating referrals and hospital appointments into the app. My work was used as a case study at the HETT Show, the UK’s leading digital health conference and shown to the cabinet in their meetings.

Leading on the content in an initial discovery to understand complex data requirements and user needs, it became apparent that 2 years of previous research, while valid, had been misinterpreted. This meant challenging senior stakeholders within the NHS so we could put user needs first.