Summary
I led a project resulting in a remarkable 50% increase in users registering their lateral flow test results on the Covid-19 Test Account. Collaborating with a UX and content designer, we redesigned a critical screen within a 10-step user journey.

To guide the redesign, I conducted an extensive three-week analysis, which included survey evaluations, one-on-one remote interviews, on-site field research at a test facility, and 14 usability studies with the UK public. As a result, the redesigned screen saved significant time for the UK public, alleviating testing fatigue.

The Context

The UK is plagued by COVID-19 and Deloitte is the first consultancy hired to help the NHS and UK government facilitate testing.

One of the early digital services built is the ‘Coronavirus Testing Account‘ which allows people who are testing frequently to save their personal details like name and address.

The Challenge

88% of tests are being registerd without a test account, resulting in individuals spending excess hours each week re-entering their personal details. The government expressed concerns that this inconvenience could lead to public frustration, potentially causing a decline in the reporting of test results.

What I did

I took a mixed methods approach to informing the design challenge. I gathered all previous research that had already been done on the signup screen, conducted new one to one interviews, analysed existing survey data and used Adobe analytics data to inform the redesign. I worked with a UX designer and content designer to re-design the screen and ran two rounds of usability testing with 14 members of the UK public.

The Result
By removing the login button and simplifying the accompanying text to emphasise user value, we successfully boosted account usage by 50% within one week.