This case study is a work in progress.

This project looks at how the NHS App could go beyond just being usable to becoming something people actually trust and want to engage with. Recent updates have mainly focused on usability and accessibility, following GOV.UK standards. While important, they don’t fully tackle the bigger challenge: helping users feel in control of their healthcare and encouraging long-term engagement with the app.

To dig deeper, I’m running surveys, interviews, and UX research to understand where users struggle and what they need. The findings are shaping practical design ideas through the UCD process, with a focus on not only making the app easier to use, but also building trust, giving users a greater sense of control, and fostering lasting engagement.

(Full case study coming soon)