In an era marked by rapid technological advancements, it’s no surprise that even organisations dedicated to public health and quality assurance are embracing digital transformation. The Care Quality Commission (CQC), a regulatory body overseeing healthcare standards, embarked on a transformative journey driven by technology. However, they soon realised that technology alone was not enough to truly revolutionise their services. The key to success lay in adopting a user-centred design approach, a realisation that paved the way for substantial improvements for both internal and external stakeholders and users alike.

As an expert in UX and interaction design and design systems, I brought to the table not just technical design expertise, but a philosophy centred around user research and a commitment to reimagining how technology could truly serve its users – with a focus on both the internal and external registration and cancellation processes. This partnership marked a pivotal turning point in the CQC’s journey, catalysing a more holistic approach to their digital transformation to include the realisation of their very own set of design systems integrating with Microsoft Dynamics 365.

• Worked with stakeholders and senior leadership to better understand the importance of UX and interaction design
• Created a range of new registration and cancellation processes across 7 different user groups
• Create and maintain a design system in Figma for public facing services
• Promote accessibility and inclusive design for both internal and public faciung services and products

The culmination of my collaboration with the CQC was a digital platform that not only addressed the immediate concerns but was also designed with adaptability and evolution in mind. The processes that had gone untouched for years were revamped to align with the changing needs of the healthcare landscape.

The newly designed platform was not just a technology upgrade; it was a testament to the power of empathetic design. Healthcare providers found registration and cancellation processes smoother and more intuitive, fostering improved compliance and accuracy. Internally, the organisation witnessed enhanced efficiency, driven by a newfound synergy between technology and human-centred design.

• The CQC went from 0 understanding of UX and interaction design to fully embracing an d understanding how important they are to the success of their business
• The first product release for canceling a registration had a 100% success rate (no rejected applications)
• Incremental releases for provider registration achieved a 75% increase in successful first time registrations over the previous paper-based process, thus drastically redusing rejected applications
• With each completed design process release times were redcued by 15% for each product

The journey of the Care Quality Commission, from a technology-centric approach to a user-centred design philosophy, is a narrative of growth, adaptability, and empowerment. By embracing user centered design approach as a guiding light, the CQC not only revamped its digital platform but also laid a robust foundation for future innovation.

This transformation serves as a powerful reminder that the intersection of technology and empathy has the potential to reshape industries. It reinforces the idea that successful digital transformation is not just about embracing cutting-edge tools, but about reimagining how these tools can be wielded to enhance the lives of the people they touch.

• UX Design
• Interaction design
• Design System
• Design Leadership
• User Testing
• Prototyping
• Accessibility
• User-centered Design

• Healthcare