Developing the NHS Game
This project started with an idea for a way to engage people with what remains a thorny subject in the health service: how to get people to use limited services appropriately.
I started by designing a board game and testing it at public events. It was so popular I decided the next step was to get the game online.
After getting the basic functionality working - no mean feat as it meant checking and double checking all the details with a doctor and nurse to ensure we didn't give people the wrong advice!
I took the game to St Mewan Community Primary School in Cornwall (above) to put it through its paces. The kids loved the game and played it non-stop, competing with each other to get higher scores.
They gave me lots of great feedback about the way the game worked, the look and feel and the user experience - feedback is key!
I went on to redesign the look and feel to appeal to this age group.
This project demonstrates how important customer engagement is when we want to change behaviour. Whether that's a public health issue, or simply to make a purchase, it's equally important.
This project is very close to my heart. Back in 2010 I began working with people with varying types and degrees of communication difficulties from total blindness to an inability to make sense of complex language and text (often caused by stroke).
I understood that people with these kinds of difficulties were finding it very hard to communicate with the NHS or understand important health information.
Working together, we set about trying to change this.
Years later some practical changes were happening but the culmination of our efforts was the launch of the Accessible Communications Symbol (above).
This was developed in conjunction with a group of people with learning disabilities and is designed to appear on all forms of written communication between the NHS and its patients.
So, if you get a letter from your hospital, this symbol will appear prominently at the top of the first page, so you know how and where to get help if you can't make head or tail of the letter. (Someday we might even make the letters intelligible too!)
This project is about understanding things from the perspective of others. In order for any business or organisation to be successful you have to be able to look at yourself through the eyes of your customers and talk to them in ways they can understand.
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