Care Quality Commission

Digital discovery for the UK health and social care regulator

The brief: putting the user first

The UK’s health and social care regulator wanted to interact more effectively with its audiences through digital channels such as websites, mobile sites and social media. We undertook an in-depth performance review and captured audience needs in readiness for the revamp.

Step 1: technical analysis

We were tasked with undertaking a detailed audit of three key digital estates: the public-facing website, a staff intranet and a care provider portal. Our first task was to analyse performance metrics and identify barriers to usage.

Step 2: user research

Our user-centric approach saw us interview members of the public, care providers, CQC staff and content creators to find out what they wanted from the CQC’s digital channels. These interviews – together with technical and traffic analysis – shaped our bespoke audit tools and recommendations.

Step 3: in-depth audit

Armed with tools from previous phases, we undertook a detailed audit of the three sites. We made recommendations on whether content — spanning editorial, infographics, film and photography — should be kept and updated, reformatted or deleted.

Step 4: building blocks for change

Our final deliverables included tools to improve content, a new information architecture, a robust design style, a prioritised functionality list and a slick workflow to manage content. We also provided a ‘shopping list’ of features for a new website, intranet and portal.

Penguin Random House 10 March 2016 The Careers & En… 24 October 2017