Digital Healthy Lifestyle Service

Background

Users needed continued lifestyle support to remain healthy during the pandemic when in-person sessions were no longer allowed.

Working in-house at BeeZee Bodies, I led the service design approach and project managed timeline and stakeholders.

Adults 16+ yrs and families with children 5-15 yrs in Hertfordshire, Brighton & Hove and Gloucestershire.

Senior management: supported alignment with business objectives, decision makers and sign-off.

Middle managers: integration of new services in teams and local strategy

Delivery staff: fed back on feasbility and delivered end-product service.

Data consultants: design and update of CRM for new data flows

Public Health Commissioners: sign-off on costs and resource usage acording to local strategy.

March 20: Lockdown and V1 creation for urgent launch

Sep 20: Co-production workshops, gathering feedback from users

Jan 21: Staff workshops to create user journeys and re-design communications and content, integrating feedback

Aug 21: Re-design of data system and CRM flow

May 22: Ongoing iterations e.g. design sprint to improve engagement

Collaboration with senior team to identify best option.
Co-productive interviews with users. Identified need for:
- Allow more time for users to type in chat and ask for simple responses
- Provide 2 staff moderators during the session for visual and chat-based support
- Provide more group interaction opportunities between users

Collaborated with and facilitated workshops with all stakeholders: delivery staff, area managers, middle managers, senior managers, data teams and service design consultants.
Defined the needs of users and staff during intial phases of pandemic:
- Web-based support, ease of accessibility.
- Weekly sessions with 2 staff, and additional drop-ins for users to support eachother

Series of design sprints within the testing phase to improve enagement involving:
- Empathise with staff and users and define challenges. We discovered complex log-in systems and high admin for Nutrition staff
- Ideate and prototype solutions through brainstorming to re-design instructions, data capture pages and automate emails
- A/B test emails, trial automated emails and gain feedback on new data flows to mirror real conversations.

Created service blueprints and user journeys to accurately represent touchpoints for staff, users and data. Used as a baseline for future iterations.
Trained and implemented new service across organisation.

Increased geographic reach (37%) and attendance from deprived areas (10%).
Successfully integrated into ongoing service portfolio and supported winning of further bids post-pandemic.
Now running across Bristol, Buckinghamshire, Peterborough and Cambridge.

Limited information from users due to timelines during the pandemic, led to low engagement on first iteration.
Benefit of being agile and using the data you have to launch a V1 version which could be iterated over time.
Importance of designing for online accessibility upfront and aligning to WCAG3.