Case Study: Department of Health and Social Care improves intranet usability with VU Online

Department of Health and Social Care improves intranet navigation with VU Online in 8 user interviews

The Department of Health and Social Care (DHSC), a major UK government department, faced significant challenges with its intranet. Users reported difficulties navigating the site and finding information due to its convoluted structure and inconsistent presentation. The department enlisted VU Online, a Crown Commercial Supplier, to conduct user research and provide evidence-based recommendations for improvement.

VU Online implemented a thorough, multi-faceted study that included user needs statement sessions, structured user journey interviews, and card sorting exercises. This process uncovered key user requirements and provided the DHSC with actionable insights and a sustainable framework for future development. The vendor's user-centric approach delivered practical recommendations that led to a more efficient and user-friendly digital workspace for employees.

Department of Health and Social Care (dhsc)