Reinventing digital service for healthcare

How do you create a new way to put users at the heart of your future offers?

100+

colleagues engaged

1

alpha prototype

8

weeks to full executive buy-in

The future really has to be about co-production, co-design… As this develops, I can see this adding infinite value.
Denis Gizzi, Managing Director, NHS Oldham Clinical Commissioning Group

The need

NHS Digital develops digital tools and services to support staff in delivering better care and helps patients interact with their health service. The organisation is hugely complex, providing over 370 products, services, audits, statistics, tools, datasets and data collections to a wide range of user communities.

Nile were asked by the NHS Digital web team to use service design thinking as a way to reimagine the digital service offerings for B2B users, bringing these users into the core of their future offering.

In order to change their approach and align better with user needs, NHS Digital needed to first change the way they thought about B2B users.

What we did

In an 8-week design sprint, we mapped the clients current ambition against advancements in healthcare, technology and important developments across the world.

With input from key stakeholders, Clinical Commissioning Group users and stakeholders across NHS Digital we defined what good should look like. Together with end users, we created a working prototype to understand how the data of different services could be combined in future.

By involving end users from the outset, we helped the NHS Digital web team design a way to create relevant, powerful services that respond directly to their user’s needs.

The NHS is under massive pressure to save money, to do things more efficiently. This process has given us really good, soundly thought through, logical ideas, that are going to make a difference.
Roger Donald, Head of Digital Service Delivery, NHS Digital

The outcome

The prototypes and client testimonials delivered by Nile quickly became a rallying point for the NHS Digital web team. Service design is actively saving the NHS Digital web team time and money when creating, and delivering products and services for users across the country.

Other times we’ve made a difference

Transformational customer service

Helping one of the UK’s largest commercial banks to transform their service model across all channels, designed with their customers at the core.

Customer Wednesdays

Co-creating a powerful, repeatable design research playbook that mobilised a culture of customer-centric design across an entire organisation.