- Senior Project Manager at HCPC
“We selected twentysix to support us during the discovery phase of our project, for their UX expertise, and their knowledge and experience in using and implementing a wide range of CMS solutions. With their support, we were able to confidently select a CMS that is cost-effective, fits our current requirements and is flexible to accommodate future changes.”
Healthcare regulation in an online world with HCPC
The Health and Care Professions Council (HCPC) protect the public by regulating 15 of the UK’s healthcare professionals including paramedics and physiotherapists.
The website is a key channel for the HCPC in fulfilling its obligations and communicating with its complex stakeholder groups.
The HCPC website was old, outdated and underperforming. The site was not mobile responsive and wasn’t meeting the expectations of today’s digital user.
HCPC needed help in understanding the differing needs of their user groups (registrants and educators to the public), their technical and integration requirements, as well as their team’s administrative and workflow needs.
The team needed specialist support to carry out an evidence-based solutions assessment detailing their website requirements, finding out which platforms would best suit their needs, how long it would take to build the site and how much investment was required.
A robust research phase identified the user experience, functional and technical requirements for the new HCPC website. This included engagement and research with over 2,000 stakeholders, as well as detailed analysis of existing sites and applications across features, performance and user behaviours.
We developed a ‘significant requirements’ log which was MoSCoW prioritised with the HCPC team, using the findings to draw up a CMS comparison (mapping platform capability against requirements), a cost breakdown structure of the UX, design, development and test work, alongside an assessment of the development and platform cost differences.
PRESENTING OUR FINDINGS
Optimizely (previously known as Episerver) was selected as a future-proof solution that would support complex search and personalisation – a key requirement of the HCPC.
We produced an options paper summarising all findings with an accompanying presentation deck for the HCPC project board. We presented these in collaboration with the HCPC project team to secure budget for the next project tender phase.
THE NEXT PHASE
Off the back of the requirements gathering project, we were awarded the competitive contract for the website design and build. From here, we undertook the UX and design work, building on the wealth of research and insights we had already uncovered.
We conducted UX lab testing with key public stakeholder groups using wireframe prototypes and concept visuals to validate our solution, understand brand perception and further explore key user journeys, including search function flows and filtering.
MEETING USER NEEDS
The HCPC have a range of user groups with varying goals and needs when it comes to the website. There would be a vast amount of information on the HCPC website, but only some of which would be appropriate to registrants, members of the public and students.
Research and testing made clear the importance of navigation and search. A consistent navigation system, including effective signposting, and intuitive search functions would be critical to helping users find the content and tools relevant to them.
We designed the site structure and navigation with this in mind, enabling each group to find the content and tools most relevant to them, seamlessly and quickly on any device. This involved the creation of ‘hubs’ on the website, bringing together all of the information relevant to each group in one place, whilst signposting key user journeys and featuring topical content.
Integral to the website and critical to most user groups, was the integration of the Register, which occupied a prominent position on the homepage and in the header throughout all journeys.
Registrants are able to check their status on the register quickly and easily, members of the public are able to raise any reasonable concerns through a site journey designed to support and educate the public, and students have access to an education programme search that has been refined by user testing.
The HCPC had numerous creative and photography styles across various channels. We reviewed these against our research findings before a recommended design concept for the site could be put forward. The HCPC wanted to ensure that this concept communicated their brand values effectively to the public, so we asked users in the labs to undertake a series of exercises to test their response to the design and the core values it communicated.
Following user validation, the project progressed through specification and a number of client stakeholder reviews into the build stage. We assigned a multidisciplinary team to work closely together for the project’s duration, while regular communications with the HCPC project team instilled focus, reduced blockers and ensured we were delivering to plan.
POST LIVE SUPPORT
Following the launch of the website, we continue to support the HCPC team with an ongoing SLA-based service to optimise performance, as well as deploying ad hoc maintenance and improvement projects.
The new website has received hugely positive feedback from users on its design and usability. The improved navigation, search and audience hubs have helped users find the guidance and resources most relevant to them.
The online Register search was simplified for users, and now provides more guidance and signposting for related actions, such as potential concerns from members of the public.
The new concerns form has helped users understand when it’s appropriate to raise matters with the HCPC, reducing the number of complaints that are outside of the organisation’s remit.