Department of Health and Social Care

The Department of Health and Social Care (DHSC) was the end client in this project. Overseeing the NHS and social services, this is one of the UK’s major government departments. We were recruited for this research project by DXW, a digital agency specialising in public sector and third sector clients.

Persistent Presentation Problems

As a Crown Commercial Supplier, Vu have access to exclusive UK government projects. Holding this status demonstrates (among other things) that we can work securely with sensitive data.

The Department of Health and Social Care (DHSC) faced significant challenges with its intranet. Users reported difficulties navigating the site and finding relevant information due to the convoluted structure and inconsistent presentation. DXW, recognizing these issues, enlisted our expertise to uncover user needs and propose effective solutions.

Understanding User Needs

Our process began with a series of user needs statement sessions, which included:

• Two group sessions with 4-5 participants each
• Additional sessions for new joiners and internal communications personnel

These sessions revealed a diverse set of user requirements, emphasizing the intranet’s utility, ease of navigation, and aesthetic appeal. Users highlighted the necessity for an intuitive interface that facilitated not just finding information but also connecting with colleagues.
We discovered that:

• Utility was the most critical aspect, with users needing the intranet to enable task completion efficiently.
• There was a strong desire for better ways to locate colleagues within DHSC.
• CMS publishing workflow improvements, and enhanced search capabilities were also frequently mentioned.

Structured User Journeys

To delve deeper, we created structured discussion guides, leading users through typical intranet journeys. We conducted four interviews focusing on navigation and another four on search functionality. These guided interactions provided insights into:

• Pre-study: Users’ roles, technology use, and initial perceptions of the intranet.
• Main study: Task-specific journeys where users demonstrated how they navigated and searched the intranet, revealing pain points.
• Post-study: Gathering user sentiment and suggestions for improvement.

Card Sorting for Clarity

Navigation was a persistent problem, complicated by ad hoc adjustments from CMS editors over time. To address this, we facilitated multiple card sorting sessions with users. Participants reorganized and relabeled navigation items, creating a more logical structure. We used Trello to manage these sessions, which allowed us to:

• Validate terms and their relationships.
• Develop a proposed new primary navigation structure.

The Solution

After conducting a thorough, multi-faceted and representative study, we were able to present the DHSC with practical recommendations for improvement.

By thoroughly understanding user needs and involving them in the redesign process, we provided DHSC with actionable insights and a sustainable framework for future intranet development.

The detailed analysis and user-centric approach ensured that the new intranet structure met the diverse needs of its users, ultimately leading to a more efficient and user-friendly digital workspace.