01 BACKGROUND
Going from pandemic to endemic
In 2022, as the UK transitioned from pandemic to endemic management of COVID-19, the NHS Test and Trace programme needed to adapt to government's 'Living with COVID-19' strategy.
This shift required a reduction in testing service costs, while continuing to protect vulnerable individuals.
Graph source: https://stock.adobe.com/uk/search?filters%5Bcontent_type
02 BUSINESS GOAL
Reduce expenses and retain agility
With the end of free mass testing for all citizens and in alignment with the policy at the time, there was a need to reduce service running costs while ensuring they could be swiftly reactivated in the event of future outbreaks or pandemics.
03 USER RESEARCH
Design for All
Unlike my previous commercial projects with defined audiences, this NHS project required designing for a broad, diverse user base. The service needed to be accessible to everyone, aligning with WCAG standards. I conducted extensive user research to ensure accessibility across all user needs.
How to make sure we understand our users?
Who are our users?
We leveraged affinity mapping to distill key insights from all user interviews. I then translated these insights into these personas, forming the foundation of our design approach.
I also presented our findings to the wider team, ensure alignment on user needs and design direction.
User Personas
What are the user needs?
We identified and summarised our key findings into four user needs, which, along with the personas, served as anchor points for our design activities.
Clarity, Simplicity
Users need clear, easy-to-follow instructions with minimal steps.
Reassurance and Trust
Users expect secure handling of personal data, authoritative information.
Support for Vulnerable Users
Such as the elderly, less tech-savvy individuals, and people with visual disabilities.
Speed and Efficiency
The service should be fast and responsive, providing latest pandemic updates.
Key User Research Findings on Needs
04 PROBLEM SPACE
05 MY KEY CONTRIBUTION
Admin costs reduced by 40% and test upload success rate increased to 98.9%
1. What is the design about?
The NHS Test and Trace portal asks users to upload a photo of their test results, as the AI-powered digital reader can detect positive results that may be missed by the human eye.
This provides users with more accurate outcomes than relying solely on human interpretation, easing the burden on users who may be uncertain about reading their test results correctly.
Mockup of the Original Instruction Page
What problem am I solving?
In the performance report I noticed that over 20% of test result images are not correctly interpreted by the system due to poor photo quality. This increases the administrative workload and leads to user frustration.
What isn't working in the current design?
Working on the NHS website required strict adherence to design systems and standards, so I conducted a heuristic evaluation of the existing page design. I also drew valuable insights from previous usability testing conducted for the entire user journey.
Mockup of the Original Instruction Page
How my design solution took shape
To shape my design solution, I joined the weekly tech team call where they reviewed void test upload images to identify common user mistakes.
Original vs. First Iteration
First Iteration Limitations
Time Constraints
Content Team Availability
Base for Early Feedback
I developed the first iteration quickly to meet a tight project timeline, prioritising functionality and usability over extensive refinement.
Due to limited capacity in the content team, this iteration relied heavily on text and lacked supporting visuals that could improve clarity.
I prioritised having a workable version to gather internal feedback before the formal usability testing phase, so I can have targeted improvements in the next iteration.
Before conducting full-scale testing, I carried out a small internal usability test to gather timely feedback. Below are my key takeaways that directly influenced my second interation.
Testing Feedback to Iteration
Too Text-Heavy
While the design met WCAG compliance, the amount of text should be reduced.
Lacking Visuals
After the review, the content team recognised the importance and committed to creating them.
Header Updated Needed
User now have the option to submit results without a photo so a revised header should reflect this alternative option.
Internal Usability Testing Insights
Crafting the 2nd iteration
Design evolution (original vs. iterations)
How my final design hit the mark
A Clear Win! We started with A/B testing for the new design and, after seeing strong results, proceeded with a full rollout.
This iteration achieved a significant 12.1% increase in success rate. By reducing incorrect submissions, this design not only improved user experience but also decreased backend system burden, freeing up resources and lowering NHS administrative costs.
06 IMPACTS
What we delivered
We formed a multidisciplinary team—including service designers, product designers, content designers, and user researchers and collaborated closely with the NHS design team, bringing together diverse expertise to strengthen the overall effort.
Mapped Out E2E Current Services
I supported service design by mapping the end-to-end user experience into flows and service blueprints, creating a single source of truth for guiding design and decision-making.
End-to-end Service Blueprint (blurred for confidentiality)
Conducted Continuous User Research
I voluntarily supported our user research team by drafting discussion guides, taking notes during remote interviews, and coding HTML prototypes for usability testing.
Note taking board for user research and synthesis (blurred for confidentiality)
Created accessible design and prototypes
We translated user and business requirements into accessible, user-friendly journeys, following NHS Service Standards. I used my front-end development skills to build prototypes for discovery research, usability testing, and pre-delivery handoff.
Figma design workspace for team collaboration
Results
Over our 12-month engagement, we reduced costs and prioritized high-impact activities with a strong return on investment. While specific details are protected due to privacy and disclosure requirements, our efforts notably enhanced services for vulnerable user groups and those at high risk of severe illness from COVID-19.
Screen recording of part of the Test & Trace Services
07 REFLECTION
My Learnings
This project has been one of the most inspiring experiences of my career. Initially, I saw the GOV.UK website’s design as straightforward, even ‘boring.’ But as I dove into sessions observing users with accessibility needs—especially one participant with a visual impairment navigating with a digital reader—I came to understand the depth and importance behind each design choice. Witnessing how even small elements, like an input box, could lead to frustration, I gained a new perspective on accessibility and simplicity. This project taught me the true value of design’s role in empowering all users, a lesson I will carry forward.
