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Case Studies
Below are examples of recent research programmes I have designed and delivered
CASE STUDIES: Text
OVERSEAS HEALTHCARE FOR UK CITIZENS: REDESIGNING A GOVERNMENT SERVICE POST-BREXIT
CASE STUDIES: Projects
THE BRIEF
To identify and validate user issues and needs during the discovery phase of this large-scale multi-department project, in order to develop a strategic vision for the redesign of the Overseas Healthcare Service
WHAT I DID
Worked alongside teams from the Department of Health and NHS Business Services Authority to identify key internal and external user groups, both in the UK and EU, and create a high-level research plan
Recruited users and conducted in-depth interviews in locations ranging from Heathrow airport to a Belfast hospital, and expat apartments and social clubs in Spain and Cyprus
Analysed user insights to map their experiences and identify gaps and pain points with the current service
Planned, scripted and facilitated three rounds of co-design workshops with colleagues and a range of stakeholders to create high-level service propositions answering current issues
THE OUTCOME
Delivered detailed research playbacks to surface user insights to the service team
Created and socialised in-depth user personas and experience maps
The minimum viable service successfully passed GDS assessment
REMOTE EDUCATION DELIVERY DURING THE COVID-19 PANDEMIC:
RAPID ETHNOGRAPHIC RESEARCH WITH VULNERABLE USERS RESULTING IN GOVERNMENT POLICY CHANGES
CASE STUDIES: Projects
THE BRIEF
To conduct rapid research during the COVID-19 nationwide lockdown and homeschooling to ensure the education and connectivity needs of families without internet were adequately met
WHAT I DID
Designed and ran a series of ethnographic diary studies over several weeks with families across the country to test out how they found using the connectivity solutions proposed by the department
During the study participants were prompted regularly via SMS to record their experiences on a short online form
I analysed the insights, collated and shared them with the product team
THE OUTCOME
User insights I gathered showed that one of the core proposed connectivity solutions was unreliable and therefore unsuitable for remote education
As a result the department removed that solution from the programme with immediate effect
This was deemed to be a highly positive result, avoiding potentially large-scale connectivity issues for families which would have resulted in large volumes of support calls and user frustration
SERVICE DELIVERY FOR INTERNAL MARKETING TEAMS: CONCEPT TESTING A NEW APPROACH
CASE STUDIES: Projects
THE BRIEF
Design and concept test a new platform for a global pharmaceutical brand, to allow their internal teams to more efficiently create and reuse digital marketing materials across markets
WHAT I DID
Conducted multiple rounds of remote interviews with global stakeholders
Analysed user insights to create a detailed service design blueprint, proposing a more efficient and user-centred approach to the creation and reuse of digital services
Validated blueprint with the client, then produced a multi-user storyboard visualising user interactions in the new process
Iterated the storyboard based on client feedback, then worked with a UX designer to create a low-fidelity prototype of the new platform concept
Scripted and conducted remote user tests of the prototype with global and local market representatives
THE OUTCOME
Delivered detailed service design blueprint, storyboard showcasing a proposed user journey, and low-fidelity interactive prototype, iterated following user testing
Client adopted design recommendations into a proposed MVP of the platform for ongoing internal development
CASE STUDIES: Projects
PUBLIC-SECTOR TECHNOLOGY PROCUREMENT IN ASIA AND AFRICA:
LARGE-SCALE MULTI-COUNTRY DISCOVERY
THE BRIEF
The ambitious, multi-supplier Global Digital Marketplace programme aimed to help international governments make their procurement processes more transparent, and to boost their Digital, Data and Technology (DDaT) sectors
It built on the success and expertise that the Government Digital Service (GDS) has gained through the existing Digital Marketplace service in the UK
WHAT I DID
Worked as Lead User Researcher with GDS and five external supplier teams to plan and conduct in-country discovery user research activities in Indonesia, Malaysia and South Africa
Conducted multiple in-depth user interviews with public sector procurement professionals, private sector suppliers and civil society organisations, both in person and remotely, often through an interpreter
Conducted analysis in-country and at home through participatory workshops to synthesis the insights uncovered and produce a series of tailored service propositions
THE OUTCOME
Co-authored a comprehensive capture document shared with senior FCDO and overseas government officials detailing recommendations for creating testable digital propositions in the Alpha phase to ensure more efficient and transparent public sector procurement in each country
SUPPORTING TRANSFORMATION OF THE LEGAL PROFESSION THROUGH TESTING AND LAUNCHING A BRAND-NEW DIGITAL DOCUMENT LEGALISATION SERVICE
CASE STUDIES: Projects
THE BRIEF
The Foreign, Commonwealth and Development Office (FCDO) wanted to realise a long-held ambition of digitising the existing slow and paper-based process of legalising documents for UK citizens to use abroad
I worked in a delivery team tasked with the rapid research, design and delivery of a new fully online legalisation process
WHAT I DID
Designed and lead all research activities on this programme
Conducted in-depth research interviews with solicitors, notaries public and staff at the FCDO Legalisation Office to understand challenges with the current paper-based process and identify areas for improvement through digitisation
User needs were logged and research insights shared with key stakeholders
Clickable prototype of a new online service was then created by an interaction designer which I tested on relevant members of the public in continuous rounds of research
This was iterated following user feedback ready for go live
THE OUTCOME
The service successfully passed a Beta service assessment in September 2021 and went live with positive user feedback in 2022
The service assessment panel were particularly impressed by:
"- [how] the needs of the users were clearly articulated, both British Nationals and FCDO teams in Embassies, including understanding where the needs across countries are similar, and where there are specific local needs
- the deep understanding of the service(s) that the team have developed, especially impressive given that there are multiple services with distinct differences, [and] not 'one size fits all'
- the influence the team has placed on UK policy teams to consider user needs
- prioritising research questions and sessions to tackle the riskiest assumptions, including local differences
- involving the team, including policy, within research activities, preparing analysis and sharing insights widely
- making use of research tools to overcome recruitment constraints and quickly answer challenging research questions..."
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