[THE CLIENT]
NHS
[THE YEAR]
2024
[THE PROBLEM]
For a workforce of 1.2 million+, everyday tasks lived in different systems. Booking leave, checking pay, shift changes and HR queries were slow and inconsistent. Each trust had its own policies and brand, so one size did not fit all.
Culture and recognition were scattered too, with few places to celebrate wins or share best practice.
[THE ROLE]
As UX Lead, I set the experience strategy and led UX and service design for the staff app, integrating with Oracle HCM and local trust systems.
I ran research with clinical and non-clinical staff, defined accessibility and offline use, and built a configurable component library so hundreds of trusts could assemble bespoke versions without breaking usability. I also designed community and recognition modules to surface wins, promote wellbeing and support sustainability initiatives.
[THE IMPACT]
One staff app for everyday tasks
Configurable design system for trust branding, policies and workflows
Fewer HR queries through clear self-serve patterns and guidance
WCAG 2.2 AA patterns for low light, one-hand use and screen readers
Community features that enable trusts to recognise teams, share stories and champion green practices
Inclusive by design, empowering staff of all abilities to get things done
Fewer Steps. Fewer Worries.
More Time for Care
BUILT FOR SHIFTS, NOT THE SYSTEM
Porters after nights. Nurses between bays. Junior doctors on the move. Corporate teams across sites. We designed one place for the work that never stops. Book leave, swap a shift, check pay and raise a case without hunting across five tools. Multiple languages, thumb-reachable actions, works offline and with assistive tech.
Leave. Rota. Pay. Learning.
One App Across 200+ Trusts
CONFIGURABLE BY DESIGN, CONSISTENT BY DEFAULT
I created a component library that separates how it looks from how it works. Trusts plug in brand, policies and approvals while proven patterns handle navigation, forms, identity and escalation. Modules switch on or off. Copy flexes to local rules. Usability and accessibility stay intact.
One Portal for the Largest Workforce in the UK
CELEBRATE THE WINS. GROW THE CULTURE
The app is not only a utility. It is a place to recognise people and share what works. Kudos for teams. Story cards for quick wins. Events and learning spotlights. Green challenges for travel and waste reduction. Designed so every role and every ability can take part, building pride and belonging across trusts.
