NHS login

 

Whilst working in the NHS login team, I recognised that the user journey to set up a login on desktop was not accessible or successful in registering new users when compared with the mobile journey. Therefore, I redesigned this journey using an iterative design process which was informed by user research and data analysis.

 
 

Overview

NHS login allows you to access a range of health and care websites and apps with one set of login details. A high level of verification is therefore required to ensure users can access health and care websites or apps safely and securely. Crucial to acquiring an NHS login is the submission of a selfie video. However, 50.3% of users were unable upload a video via a desktop in May 2021 compared with only 20% of mobile users.

Many users who require assistive technology rely on desktop machines, instead of mobile devices, to access digital services. NHS login was therefore preventing a large user group from accessing health and care apps securely by not accommodating the majority of desktop users in the verification process.

user journey

This diagram shows the user journey map of setting up an NHS login. It has multiple stages and is complex for security reasons so it is important that each step is manageable for users. User records a video or scan of face was the area of interest for this project.

 

Discovery research

I analysed what was and wasn’t working in the current user journey on desktop based on previous user research and team insights.

 

Previous design
The numbers needed to be spoken during the video were not visible on smaller screens, causing confusion for users.

Prototype 1

I created the first prototype (in HTML) based on discovery findings which was then tested with users and iterated this 3 times in a cyclical design process: test, iterate, learn and refine.

 

Final design

  • All users successfully recorded and submitted a valid selfie video

  • Accessible (tested with assistive tech users)

  • Instructions and actions visible on all device types

  • Increased number of successful video submission on desktop by 30% since live

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