NHS Profiles
Profile Viewer
The Profile Viewer is an NHS digital service that provides essential information on every healthcare practice. Serving millions of users, it enables patients to access vital details such as contact information, operating hours, and available services
The original Profile Viewer was significantly outdated, with a poor interface that frustrated users and failed to meet accessibility standards. It was not aligned with the NHS design system and was struggling to meet the needs of its diverse user base. With millions of users using this service to access healthcare information, the overhaul was not just desirable but essential for improving public health outcomes.
My role: Lead Frontend Developer.
You can view a Figma project for the Profile Viewer, this includes screenshots of the designs, how the designs were iterated and an explanation for the design decisions.
Phase 1: Technology update and NHS design standards
Objective
- Improve usability and navigation
- Align with NHS and GDS design standards
- Build to WCAG AA standards
- Ensure a mobile-friendly experience
- Improve web performance and reduce load times
- Better access to healthcare data
User research
- Multiple research rounds identified that contact details and opening hours were the most critical information for users.
- Design updates focused on accessibility, streamlined navigation, and responsive design.
Phase 2: Data Expansion & Service Optimization
User Research
- Users wanted quick access to services and contact details
- Practice managers wanted to reduce phone calls, especially for common inquiries (e.g. vaccinations).
Prototyping & Testing
- Built and tested prototypes in Figma and the NHS Prototype Kit
- Detailed vaccination info was added, user testing showed this reduced unnecessary calls.
Outcome
- Easier and more details access to healthcare information.
- Users could find information they needed without having to contact the pharmacy.
- Fewer phone inquiries for routine services.
- NHS benefited from clearer, more reliable data, improving information across services.
Profile Manager
Project Overview
The Profile Manager replaced an outdated data entry system, allowing practices to update their profile information easily while improving mobile usability.
User Research and testing
- Surveys and interviews confirmed ease of use was the top priority.
- Users said being able to use mobile devices could make it easier for them as they would have more options
- Created prototypes in the NHS Prototype Kit, refining the interface with practice manager feedback.
Outcome
- Regular updates from users, proving system efficiency.
- Significant increase in service finder usage across NHS.uk.
- Mobile access grew from nearly 0% to 10%.