What are the user needs within the NHS Leadership Academy?

For NHS staff, looking for information on personal development and training can be sporadic and time consuming. The NHS Leadership Academy wanted to explore the potential for developing a digital platform aimed to bring all the information about leadership development and related courses into one place, thereby speeding up decision making and searching.

Snap Out worked with the Academy to explore user needs for the potential platform. Adhering to Government Digital Service standards, we worked with a multidisciplinary team to design and deliver user research.

Using virtual interviews and remote user testing, combined with user testing at an event hosted by the team, we were able to explore any user problems and test the digital prototype. We spoke to companies that provided leadership development services to the NHS as well as staff that had undertaken courses and training.

We found a positive view toward the digital platform due to the ease provided by having everything in one place. However, across the NHS there are resource and budget challenges and these can impact on leadership development choices. The users currently used personal recommendations and networks for leadership development information and the digital platform could reinforce what was being suggested.

“What impressed me about Snap Out was their ability to come in to a project which had been established for a while and make a difference by introducing the user perspective incredibly quickly and efficiently. They made the best use of the time available to them and produced some real insight for the whole project team. I would definitely use them again if the opportunity arose.”, Ian MacIntyre, Head of Digital, NHS Leadership Academy.
“This was a very interesting project, delivered by Snap Out for the NHS within a short time frame. We supported the team in advising on GDS standards and the role of user research in product development. The findings were used to consider the potential for future development.”, Aaron Mason, Director at Snap Out.

Deliverables included:

  • Insights from user research used for the business case
  • User testing findings led to changes in product features and user interface
  • Upskilled staff in design thinking and user research
  • 15 interviews
  • 21 testers

Snap Out provides design thinking services in the development of digital products and services with emerging technologies and in the public sector. Contact us to find out more.