East London NHS Foundation Trust

NHS Foundation Trust

Originally formed in 2000, ELFT has long been recognised as a centre of excellence for mental health care, innovation and improvement.

 

ELFT’s ambition is to make a positive difference by providing people with mental and community health care services that support their recovery. And help them to achieve the most fulfilling lives possible.

 

Everything ELFT does is driven by our values of care, respect and inclusivity. Their patients’ needs matter most and they are constantly working to improve their support for all who use and have contact with their services. Their extensive research approach, commitment to education and emphasis on quality means we are at the forefront of excellence in mental health care.

In brief, the services ELFT provides cover the following areas. Wherever possible their aim is to provide people with alternatives to hospital admission so that they can receive their care close to home while remaining as independent as possible.

 

ELFT has:

– Addiction services
– Community services
– Community mental health teams
– Crisis mental health teams
– Learning Disabilities teams
– Psychological therapies
– Specialist community health services
– Telehealth

The homepage has been designed to allow the different audience of the website to find easily the main point of entry. To empathise the sections I have used a series of icon with primary colours based on NHS guidelines.

Create an online community

The challenge & my role

Role: UX Designer

The challenge was to keep up to speed not only the main ELFT main site but also the several microsites. I have designed and project managed new functionalities, as per the Service page, the e-learning platform for professionals and other health-related services for young people.

 

My Role
I led the design of ELFT main site and microsites since the beginning of my position at the agency.

Up until November 2018, I led efforts to evolve the project and address main tasks from the ELFT team.

 

A design system beyond the project
We identified the key areas that could be re-applied with future clients in hope to streamline those early steps in setting up styles and also to align design and developer teams in a fast-paced environment. Moreover, having researched and, worked with developers, implemented a drag & drop page builder in the backend to allow ELFT team to quickly build and edit content and pages.

Research methods
Investigative methods used to add context and insight to the design process:
– Users and NHS staff interviews
– NHS and Healthcare digital best practise
– Focus groups
– Prototype testing
– User journey
– Persona
– Information Architecture

 

Long term vision
As medium term vision, I proposed implementing a more robust search, allowing users to find a service based on condition, treatment, keyword or NHS Trust. We also simplified service landing page providing contextual information regarding conditions, locations, how to refer and consultant information.

One of the main projects that I have developed was the development of the “Find the Service” functionality. These pages allow the user to find with clicks the nearest and most appropriate service.

The set of filters were developed thanks to a focus group and research on similar functionalities. the results can then be displayed as list or grid and on the map providing an easy link for the direction how to reach the ELFT unit.

The page detail of the single service provides all the information’s at a glance, with a clear division between information, as per:
– opening hours and the main point of contact,
– short description of the service
– FAQs,
– Videos explanations,
– A map of the locations.

Target

The website supports different audiences.

The website has many point of entry and offers, due to a strong and clear layout, clear information to the Trust’s wide audience

 

Patients. This persona has the need to find easily any pieces of information without losing time or be mislead thought an incorrect design

 

Members. Whom can have a real say in shaping the development of future Trust services and in helping it reduce the stigma and discrimination associated with health issues.

Job carers. The Trust employs more than 5000 people in a variety of full-time and part-time posts. The website provides information for possible employees and also learning and development materials for its current staff

 

Volunteering. The Trust provides training and information to any person who wants to be involved in its volunteering roles within mental health and community health. For all of our volunteering opportunities.

Another task was to create a flexible CMS which include a custom develop drag and drop builder to allow the ELFT team to modify and update the pages of several microsites of the Trust.

I was involved in designing and developing the CAMHS microsite, plus individual other sites as for SHINE, THEDS, Telehealth, QIP, Primary and Integrated Mental Health Care, the Mother and Baby Unit, MUS and VOLUME.

SHINE and MBU are two of many health-related services using the microsites platform designed and developed for the Trust. Both websites have their own URL, visual identity and narrative style but share the same hosting as the other microsites and are managed day to day by the Trust Communications team using the same easy to use CMS.

SHINE is the Sexual Health Services for young people under 21, within the Barts Health NHS Trust.

This family-centred specialist Mother and Baby Unit cares for mothers who experience severe mental health difficulties during and after pregnancy.

NHS Identity Guidelines

The websites were designed to be in compliance with NHS guidelines.

Key elements from the Guidelines that I used in the above NHS projects were:
– Colours divided into Core NHS colours, NHS blues, NHS neutrals, NHS support greens, NHS highlights.
– Fonts using Frutiger and Arial
– The position of the logo in the header and its padding.

 

In CAMHS I have used more NHS highlights colours due to the age of the audience (children and young people). I tried to insert a few joyful patterns to identify the service related to age.

In all the NHS projects I have worked, I tried to strictly follow the roles of NHS guidelines, because, as NHS explains:
Patients and the public see the NHS as a single, national, unified service and expect and want the NHS Identity to be applied in a consistent and uniform way – it reassures them that they can rely on the quality of healthcare being provided wherever they access it.

 

For more details visit the amazing work from NHS Digital here

NHS blues

NHS neutrals

NHS support greens

NHS highlights

Project Manager: my process

A GOAL WITHOUT A PLAN IS JUST A WISH.

I am a flexible and reliable team member, working with colleagues, clients, suppliers and external contractors to improve productivity and boost creativity.
With excellent communication skills, I have the ability to listen, to be clear and to ensure that there is a mutual understanding of the project scope.

 

In addition to being a UX designer, I am able to work with the Agile project management methodology, defining and following the below steps.

 

1) Research
To have a better idea of the project I always try to understand and study all the expertise and technologies across the full project lifecycle: strategy, service design, product design, creative concept, user experience, design, content development, front end development, back end development, Google Analytics, hosting, content delivery networks, SEO, CMS and website architecture.

 

2) Project Initiation
Before “hands on deck”, I always review how to get started on the right foot, analysing the workflow of the developers, other teams involved and the needs of the clients.

 

3) Project Planning & Task Management
Using different types of documents, often presented as a Gantt chart, I collect the insights of the project that help the team to decide the best way to plan their projects. The planning will be consistently reviewed on an ongoing basis to avoid errors or bottlenecks in the spirit of “Never be afraid to fail and learn”.

 

4) Prioritisation, Scheduling & Documentation Development
I define project milestones to avoid common scheduling pitfalls, like last-minute adjustments and out-of-hand overtime to help avoid duplication and time-consuming activities.

I always “sort” tasks into categories and priorities that will determine the task owner and how much time to be assigned to the task.

5) Project Control
With attention to costs, schedule, scope and stakeholder reviews, I aim to deliver projects according to the agreed timelines and budgets.

 

6) Risk Management
My constant reviews, and development of a risk management plan ensures I am able to identify any risks that could become an issue and mitigate them by assigning a cost and an owner to resolve the issue, should it occur.

 

7) Project Management Tools
Based on the type of the project and the team involved, in house or offshore, the common agile project management software I use are:
Monday, Asana, Trello, Basecamp, Zapier, Toggl and Slack with Apps integrations.

 

Moreover, I have experience in using tools such as “Jenkins · GitHub” and “Codebase HQ Repositories” that allow me to follow the development of the tasks assigned to each developer.

 

I am also able to build content page and install plugin and theme in WordPress websites. I have knowledge of Drupal CMS and able to use white label CMS built in .Net, with an understanding of HTML and CSS.

 

8) Creativity & Critical Thinking
Working on digital projects I maintain an open mind to see things differently and objectively to be able form a strong and reliable solution.

 

9) Leadership & Coaching
Being a team leader and a coach means being able to motivate colleagues and equip them with what they need in order to be successful.

 

I am able to create the requirements for the project so that the team not only fulfil the project scope, but also fulfil the actual need for the project. Knowing the scope of each project and its strategy, allows me to answer most questions that will come up during the course of the project and provide strategic guidance to help advance the project without waiting for additional input for items that don’t require a stakeholder or client decision.