Transforming NHS Choiceswith agile and Lean UX

or how to get to know your users, so you can build the right thing

@mcgrathjoe @Kev_C_Murray

get to know your users

what is it?

why does it need to change?

where do we start?

NHS Choices

varicella-zoster

chickenpox

Lean UX

Build Measure Learn Repeat

assumptionmapping

Uncertainty

Proximity

chickenpox assumptions

supporting evidence

service desktickets

usersurveys

on/off-siteanalytics

existingresearch

socialmedia

searchdata

task-basedpersonas

What do users actually need?

Income

Politics

FavouriteColour

Ethnicity

socialClass

Pets

Parents

user journey mapping

Offline

Offline

Online

Offline

a chickenpox user journey

G.O.O.B(Get Out Of the Building)

interviewing users

Affinity sorting

observation observation

observation observation

observation observation

Theme

Actions

capture insights

affinity sorting

prioritising for the backlog

hypotheses

We believe that [doing this/building this feature/creating this experience]

for [these people]

will achieve [this outcome]

When testing this by [test we carried out]

we learned [what we learned from our test]

So we will [next action to learn more]

Visual Identification

We believe that providing an improved method of visual identification of chickenpox

for parents

will achieve an easier way for parents to successfully validate that their child has chickenpox.

When testing this by showing a variety of visual and textual methods of identification to parents of children who’ve had chickenpox

we learned <insert learnings here>

So we will <insert next actions to learn more here>

current visual identification

prototypes

Visual Identification

We believe that providing an improved method of visual identification of chickenpox

for parents

will achieve an easier way for parents to successfully validate that their child has chickenpox.

When testing this by showing a variety of visual and textual methods of identification to parents of children who’ve had chickenpox

we learned * users want multiple images with supporting text* users want images to reflect the different stages* no consensus around sliders vs. flat images on screen* users like the skin-tone selector* default image should not be too extreme* users preferred the ‘medium’ zoom-level to the whole torso or single spot

So we will create an interactive version and a static version, using the feedback above, and test these with users.

bringing it all together

increasing learningand confidence in

what to build

increasing fidelity of prototypes

assumptions

evidence

personas

user journeys

1 2 3 4

revisiting assumptions

revisiting assumptions

story mapping chickenpox

whatwe’re buildingnow

Build Measure Learn Repeat

Understandingof your users

Assumptions DataAffinity Sorting

Hypotheses

User research

Prototypes

About yourusers

Backlog

side-effects

1 in 4 Choices staff have

participated in this phase of workso far (44 people)

93% of the team have observed User

Research

“Even a small connection to the people who benefit from your work not only improves

productivity, it makes people happier”

get to know your users

creditsGemma Holland, User Researcher

@seashaped, Product Lead & Professional Moaner

@nhsowaindavies, Analyst

@ian_dunstan, UX Architect

Kim Darke, Content Editor

Kenny Deighton, Analyst

@rogerdonald, Head of Transformation

ps. we’re hiring :)