ICB UX Design Standard

A published 10–20 page guidance document adopted ICB-wide, standardising digital service design across BNSSG. Establishes baseline accessibility, usability, and information architecture requirements for all patient-facing digital services.

Output: Published guidance document · ICB-wide adoption

Digital Inclusion Research Programme

Co-designed research programme with digitally excluded populations across the BNSSG region — including older adults, people with disabilities, and low-income households. Produces a peer-reviewed research report publishable externally, feeding directly into pathway redesign.

Output: Peer-reviewed research report · Publishable externally

Cross-ICB Design Thinking Workshop Series

Three facilitated clinical co-design workshops bringing together clinical teams, operational leads, and service users to redesign digitally enabled pathways. Each workshop is structured around a specific service area, with outputs feeding into the broader Digital Delivery Plan.

Output: Workshop report · Pathway redesign recommendations

Digital Inclusion Patient Journey Map

A public-facing, downloadable visual artefact mapping the patient digital access experience across the BNSSG system — identifying barriers, friction points, and opportunities for targeted intervention. Designed for use by commissioners, system partners, and voluntary sector organisations.

Output: Public-facing downloadable artefact

Design for Health Pilot Programme

Flagship initiative: a UX-led service redesign delivered across three phases — discovery, co-design, and implementation — with measurable digital adoption metrics and benefits realisation reporting at each stage. Directly tests the hypothesis that user-centred design methodology produces superior adoption outcomes within NHS digital programmes.

Output: Redesigned service pathway · Measurable adoption metrics · Benefits realisation report