NHS: Service Design & UI/UX
I led a multifunctional team to support the revisioning of the prescribing process for outpatients. This vital projects aims to improve the service flow for patients connect the NHS hospital up with the independant pharmacy. With a direct impact on speed to discharge, operational costs and saving for the trust, and future investment in improved UI experience for practitioners and patients.
Project
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I led a team of consultants to research and analysis the current ‘as is’ process for the service.
Considering the interdependencies between NHS trust, Pharmacy, and Patient Needs.
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My team created service journey maps which highlighted the current ‘as is’ service and where the gaps and pain points are in the process.
We analysed the technical architecture and if it was fit for purpose
The ways of working processes to highlight the potential for automation and efficiencies
User interfaces to see how design improvements could be made to improve the ease of navigation for users/ pracitioners
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To validate the learnings and required areas of improvements my team conducted multiple interviews across the process, considering all personas and touchpoints. This validated our findings and cemented that an improved UI/ UX platform to connect existing providers flaws was essential.
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We submitted and presented the proposed changed to the trust board. Our findings were greatly recieved and resulted in the build of Pharmacy OS the UI platform to connect all proesses in procurement, prescription management and logistics into a one stop interface.
I supported on the board papers and pitch deck to seek outside funding to ensure the investment for the pharmacy is recieved. The savings the pharmacy makes will have a net financial positive on the NHS. Making this project Win, Win, Win all around.
35
User and stakeholder interviews
30%
improvement in processing times
25%
Cost reduction (and boost pharmacy revenue by 15% with optimisation of stock management)
Service Design
Journey Mapping
As a team we mapped current processes to understand issues and potential solutions available to us. This was conducted through
Stakeholder interviews
Supplier engagement
Systems & Process Architecture mapping
Service and Systems Design
UI / UX
From Journey maps the team of designers developed Pharmacy OS a platform that connects the collection of operating systems in the pharmacy to augment data and processes.
Reducing risk of miss prescribing and near misses.
Increasing timing and process efficiencies
Making the usability and learning curve quicker for the team in the pharmacy
Pitch Deck Support & Consulting
Investment
My role on the project was to support the pharmacy seek external funding for the Capex investment for the pharmacy OS platform and independant pharmacy- this in turn would save 30% in operational budget annually, add offer positive implications for budgets and operational efficiencies in the NHS.