NHS Herefordshire Patient Engagement Portal - Service Blueprinting

Full service design for an NHS regional patient engagement portal for Herefordshire, Worcestershire and the Wye Valley. My role was to carry out to create a product canvas and carry out service blueprinting, to create personas and user journeys for a platform that would provide all patients with access to all their health data. We also carried out a detailed accessibility audit and adapted the platforms to conform with WCAG 2.1 AA and RNIB standards. The platform launched in 2023 and has seen numerous benefits for its 800,000+ citizens and staff. Patients are empowered to take a more active role in their own care with a complete picture of their health. The portal also reduced postal costs and reduced unneccessary follow up appointments and non-attendance.