Client aim
ELFT was originally formed in 2000 and has been recognized as a center of excellence for mental health care, innovation, and improvement. The organization’s ambition was to make a positive difference by providing mental and community health care services that support recovery and help individuals achieve the most fulfilling lives possible. Everything ELFT did was driven by their values of care, respect, and inclusivity, with a focus on meeting the needs of their patients and constantly working to improve support for all who use and have contact with their services.
One of the issues ELFT needed to solve was adhering to the NHS UX Design System while updating their online services. ELFT’s extensive research approach, commitment to education, and emphasis on quality positioned them as leaders in mental health care. Their services covered a range of areas, including addiction services, community services, community mental health teams, crisis mental health teams, learning disabilities teams, psychological therapies, specialist community health services, and Telehealth. Whenever possible, their aim was to provide alternatives to hospital admission and enable individuals to receive care close to home while remaining as independent as possible.
My role
As an UX Designer on the ELFT project, I was responsible for designing and project managing new functionalities for the main website and several microsites following NHS UX Design System. I worked closely with the development team to ensure that the design was implemented effectively and met the needs of the users. We used an agile approach, with regular sprints to track progress and identify any issues.
I led efforts to evolve the project and address main tasks from the ELFT team, including the development of the “Find the Service” functionality, which allowed users to easily find the nearest and most appropriate service based on a range of filters. I also proposed implementing a more robust search function and simplifying service landing pages to provide clear and contextual information.
To support the ELFT team in managing and updating the website, I designed and developed a flexible CMS with a custom drag and drop builder. I was also involved in designing and developing several microsites, including CAMHS, SHINE, THEDS, Telehealth, QIP, Primary and Integrated Mental Health Care, the Mother and Baby Unit, MUS and VOLUME. These microsites had their own URL, visual identity, and narrative style, but shared the same hosting and CMS as the main website.
Throughout the project, I followed NHS identity guidelines in terms of colours, fonts, and branding, and conducted research using various investigative methods, including user and NHS staff interviews, focus groups, prototype testing, and user journeys. My goal was to create user-friendly and accessible websites that met the needs of ELFT’s wide audience, including patients, members, job carers, volunteers, and staff.
Problem to solve
ELFT’s main website and microsites were not user-friendly and accessible for their wide audience, including patients, members, job carers, volunteers, and staff. The website was difficult to navigate and did not provide clear and contextual information about services and resources. Additionally, the ELFT team struggled to manage and update the website and microsites due to a lack of a flexible CMS with a custom drag and drop builder.
Desired outcome
To create a user-friendly and accessible website for ELFT, it is important to follow a user-centered design process that involves users throughout the design and development process. The website should be easy to navigate, provide clear and contextual information, and follow NHS identity guidelines.
A multidisciplinary design team can help to ensure that the website meets the needs of ELFT’s wide audience and supports the overall strategy of the organization. By regularly evaluating the design through user research and iteratively improving the website, ELFT can create a valuable experience for its users.
