NHS England was only 3 years old when we were asked to run a GDS-aligned Discovery on their digital communication channels, which included a website, email bulletins, Twitter, LinkedIn and YouTube.
The Discovery had a broad scope, touching on ways of working in a newly established organisation, a range of related channels, and a lot of content – NHS England had published some 21,000 pieces of content over 3 years.
We began with activities to understand the particular context of the organisation, by interviewing stakeholders, and by reviewing numerous written plans, strategies and policies produced by teams across the organisation.
We engaged users of NHS England digital channels through a series of 1-2-1 user interviews, workshops, surveys, and usability and feedback sessions
And we augmented this by conducting a social media review, a content review and by running a content ecosystem mapping exercise in order to meet the specific goals of the project.
We made recommendations covering internal practices around content production and archiving, social media and bulletins, as well as recommending specific changes to the website information architecture, search and design to help users find the content they needed.
The NHS England team used our recommendations to build a business case to procure a supplier to make the necessary improvements to the website. And the team was also able to work with engaged stakeholders to make the necessary adjustments to ways of working across the different teams responsible for digital communication channels and content.