top of page

The NHS project


Design For Service Experience

The Part Team:

Haili Wu

Zoe Reiful

Alice Xiao

Federica Bruschi

Holly Thomson

The Project Outline:

In this project, the team and I collaborate with the NHS gynaecology department in the Crosshouse hospital. Trying to improve the user experience within the patient journey.
We investigate the current service model and seek space to improve by working closely with the patients and healthcare workers.
As a result, we redesign the user journey and information touch point, from the appointment letter to the recovery guidebook.
We believe UX design should be small and empathetic, warm and thoughtful.

Design Process

psb (23).jpg
Site Visit

- Interviewing patients and staff.
- Experiencing space.
- Understanding how the department operates.

Making Sense

- Consolidating our notes.
- Mapping out what we know.  
- Determining pain points.

WeChat Image_20191105095939.jpg
Research & Development

- User journey mapping.
- Diving deeper into specific pain points.
- Forming insight into the design environment.
- Seeking potential design opportunities.

Design Opportunity

During the research process, we notice that the unpleasant experience is caused by the wrong amount of information provides to the patient at an improper time. Therefore, we thought the user experience should improve if we can work out the correct amount of information and the proper time to inform the patients. 

Prototype For Testing

We started redesigning and creating information by experimenting with prototypes. We test different ideas on our user group. In the end, it shows the concept of designing an information package, which provides essential information that makes the user journey more transparent. Users would not know too much or too little, which causes them to feel anxiety.


The final solution for us was to design an information package for the patients. The package includes the right amount of information that is carefully developed and selected, and a folder to store them, which can also be a stander for users to put their post-surgery recovery exercise instructions.
We design everything based on two styles. One style is based on the current NHS’s branding identity. The other one is what we think is more comfortable for the patients to look at.
I was responsible for designing the folder, appointment letters and its envelope, as well as communicating our progress to the client during the project.
As a reflection, I learned that communication is essential during the design journey, and it is useful to work across disciplines.


user journey shot correct.PNG
bottom of page