What Users Need
NHS login is an ongoing, large-scale transformational solution providing access to a broad range of digital healthcare services for the public in England and Wales. NHS Englands vision was that NHS login would provide a single, simple, trusted way for around 50 million patients to access multiple digital services across health and social care.
One of the most-used digital identity services in the UK
The problem
Most users trying to access a digital medical service with NHS login, communicated they where confused and unsure if they are logging in or registering. This resulted in users incorrectly going through a registration journey, duplicating their account, instead of logging in.
Ease of use
Improved learnability, signposting and users self problem diagnose
Service support
Reduced large percentage of users contacting the help and support centre and reduced large percentage of users unknowing creating duplicate accounts and improved users ability to recover accounts.
Followed Government Digital Services (GDS) guidelines
Design services that are in line with legal, W3C and Government Digital Services (GDS) design and usability standards – ensuring all user types, browsers and disabilities are catered for
Client
Property Information and Mapping Service (e-PIMS).
A location-based asset management system based on an Ordnance Survey GIS core. The system provides easy access to maps, photos and detailed information, including tenure, property measurements, occupancy, utilization and environmental measures.
What we did
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SME workshops
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Moderated user research
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User surveys
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User segmentation
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Process mapping
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Empathy mapping
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Data analysis
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Updated information architecture
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Improved UI design
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Usability validation testing
User journey mapping
Empathy mapping
Persona mapping
Low-fidelity wireframing
Low-fidelity research user feedback
Validated assumptions
All users tested indicated they now understand how to
'Log in' and how to
'Create an Account'
All users demonstrated what they would do to view the password
as it was typed, ensuring
no typos or spelling errors
All users where able to locate
self-serve links such as
'Forgot email' and
'Forgot password'
Once 'Passkey' was understood all users stated they would have preferred to have had the option to set up this feature during the registration process
Additional problems identified
All users requested to place all help links to the relevant entry field/s anexts this is where they expected to find them
Help links on some of the pages were pushed below the fold resulting in them being missed
Participants requested the help title links use the same language as the problem they are experiencing
Half of the users did not know what a 'Passkey' was.
Requesting additional context
All users where able to navigate to a location to receive additional help and support
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