Case Study: NHS 24 shapes more human-centred digital health services with User Vision

NHS 24 improves NHS Inform with User Vision insights from real-time and in-depth research

NHS 24 engaged User Vision to help ensure its future digital health services would meet the public's needs. The challenge was to understand how people seek and trust online health information to find opportunities for enhancing the NHS Inform website and Scotland's broader digital healthcare evolution.

Using a mixed-methods strategy, User Vision combined real-time survey data with in-depth research sessions to explore user behavior and motivations. The results revealed the critical need for timely, trustworthy information and identified specific improvements to language, navigation, and design. These insights from User Vision are now shaping the strategic direction of NHS Inform to develop a more inclusive, human-centered digital service that builds public trust.

NHS 24