In partnership with XML Solutions and Mixd, we have been working on a platform to make General Practice more efficient, by moving services online and reducing demand on GPs and other staff’s time.
Leeds West Primary Care was formed to offer the 37 GP surgeries within their area a digital platform to reduce appointments; through promoting self-care, better sign-posting, and offering e-consultations.
My role was to scope the service offering and articulate this for the client and developers.
I facilitated stakeholder workshops, interpreted survey findings, developed a prototype, and translated user needs and key user journeys into design and development briefs.
One of the key project aims was to reduce GP appointments; however the user research showed that most people arriving at the website wanted to book an appointment.
This caused some tension amongst the stakeholder group, but we suggested using the ‘book appointment’ call to action as a link to a page about the different options available, rather than a direct link through to appointment booking – we felt that one extra click in the user journey had the potential to help effect behaviour change.