Over two million people each year in the UK have their eyes screened through the diabetic eye screening programme. This number is expected to rise as the number of diabetics increases in the population. In order to accommodate increasing numbers in a safe and consistent way, our client – a public health agency – wanted to move the 60+ diabetic eye screening programmes to one national IT system. Clarasys was commissioned to deliver a Discovery phase to investigate how this could be done.
We delivered a 10-week discovery phase using key GDS and user-centric design principles to give a clear view of what end users expected from a new system.
User research techniques included:
- Shadowing staff at screening programmes
- End user interviews
- Telephone interviews
- Cross-programme workshops
- User journey walk throughs
- Public surveys through Diabetes UK
This identified pain points in the current processes and inconsistencies across different programmes. e were able to create future state processes, and elicit end user needs for a future national system.
Using agile principles to prioritise the most important areas for analysis first, was key to enabling early playback of findings to users and stakeholders, allowing them to incorporate their feedback in an iterative way.
Through collaboration with our client stakeholders, we defined the minimum viable solution that should be prototyped in the Alpha phase, whilst also highlighting the key technical / architectural risks that should be tested.
The Clarasys Healthcheck is a support package tailor-made to the needs of each individual business we work with.
The Healthcheck package we offer varies depending on the size and exact requirements of your company. Each Healthcheck is tailored in this way to ensure that it accurately captures your company and user needs, as well as correct business processes.
It’s geared towards enabling you to match the capabilities of your CRM system to your business expectations and to identify where the current system is not being used at full capacity.
We began our Healthcheck by opening discussions with managers and day to day users of the system, to identify where the issues lay, and to capture the essence of the business, as well as user needs and correct business processes.
Armed with this knowledge, we moved to phase two – a series of practical workshops in which we observed and advised the sales team, taking them step by step through the practicalities of the system, searching for weaknesses, recognising strengths, and mapping out solutions.
During the project we delivered:
- As-is and to-be process maps in four levels of detail
- Patient experience map
- Prioritised backlog of user needs
- User personas
- Recommendation report with a plan for the Alpha phase
This gave a clear understanding of what users wanted from a future system, how to improve the current process, what the key technical risks were, and provided a solid foundation to deliver the Alpha and future phases.
