Helping users to report more quickly for their household
As the service started to scale up, schools testing began to impact millions of users. Parents and guardians of young pupils were required to test their children and report the results back to the Government.
Through research, and our survey, we regularly started to hear that there was a real need for family members to be able to quickly report the results for the entire household. In the digital service, you are able to use NHS Login to save the majority of your details to your test and trace account.
From analytics we’ve seen that reporting is twice as quick for logged in users. Account functionality was only available for individuals, and the technical complexity of creating linked accounts for households meant that it wasn't a quick fix.
We started to capture all data and insight related to this issue. It helped us make a case for prioritising this work. It also helped us to design a solution informed by users' expectations of a “household account”. With initial technical feasibility and service design done, we were able to secure this major feature a place on the delivery roadmap.
We then quickly iterated and refined designs. These were put through several rounds of user research to understand if they met the needs we had previously identified in the ensuing few weeks. The work was detailed, developed and delivered.