Described as the most important transformation challenge in the public sector today the NHS website, nhs.uk, is one of the UK’s largest, most important websites, with over 50 million visits a month, tens of thousands of pages, and a target audience that is, quite literally, everyone.
What will it take for the NHS website to become people’s preferred first port of call to understand, manage and take control of their health? Among other things, a new information architecture focused on how patients understand their health, not a clinical view of conditions, or a publishers view of content formats. One that, done right, should provide a solid platform for all patient-facing digital health services for the next decade.
This slide deck from a presentation at UX Scotland 2018 covers our insights from starting to tackle this massive, multi-year challenge. It introduces the new information seeking modes/personas we developed to describe how people really look for information about their health, the new navigation patterns we've introduced, and why some traditional IA approaches present particular dangers when applied to health information.