Care Provider Portal

UI Design

User Research

Double Diamond Process

The Care Quality Commission is a regulatory body operating in the UK to assess care standards across varying types of providers. This project as a whole was the creation of an online portal where care providers can store and submit reports to the CQC.

I was in charge of the stream of work known as notifications. Specifically, I was involved with the design of the police, abuse and absent registered provider notifications.

I worked on both the creation of these notification forms as well as managing the provider portal and CQC staff design system.

This piece of work concerned the design of a police notification (report) for the new provider portal, detailing the process and steps involved to move into private beta release.

There also was an opportunity to test and refine the existing email form for police reports, to understand provider's experience with it and ultimately make improvements.

The notifications team consisted of:

Project manager

Business analyst

User researcher

UX designer

Content designer

Accessibility specialist

Development team

QA team

Care provider staff:

People who worked in care facilities need to report incidents to the CQC, and can do so using the provider portal. There were different permissions within the portal per user such as the access to view a notification, edit a notification, change the account password and add other users.

Research

Key Findings from Care Staff

AnalysisWe as a team mapped out user requirements and key considerations using an affinity diagram. A dot vote took place to assess key findings and priorities for the upcoming design phase.Goals for design phase:

Ensure to state that questions around sexuality, gender and religion are clearly labelled as optional.

Revise UI of staff system to be more accessible and consistent with provider notification.

We then shared our findings with the client before moving onto the develop stage.

With the analysis in place and signed off by stakeholders, design for the police notification began.

1. Content Design

A question protocol was created with the BAs and content designers to map out the questions, while I noted down the design components that would accompany each question.

Figma PrototypeThe police notification was then designed in Figma using the question protocol as a guide.

Usability Testing

Test Findings

Accessibility Adjustments

Focus States

Focus states were updated across all components in the design system to adhere to GDS and match the consistency of the CQC website.

Content Adjustments

Handover

The portal was now ready to enter into a phase in UK government known as 'private beta'. From here, a small group of users are invited to use the portal, in which feedback and analytics are monitored.

Accessibility compliance was addressed across the entire provider portal design system as a result of accessibility testing during the develop phase.

© 2023 Orlagh G – Transforming User Experiences