The NHS App team have conducted a Discovery into the in-app feedback mechanism from July - November 2023. We are currently in the technical solution implementation phase.
The screenshot below is taken from the current proposed solution. This screen gives the user 3 radio options when submitting feedback within the NHS App. The third option when selected leads the user to the 'review an NHS service' feedback service. In earlier iterations, the content for the 3rd radio option was 'Give feedback about an NHS service' but was changed to 'Review a healthcare service':
The decision to change the term ‘NHS service' to 'Healthcare service' came as a result of insights gathered from extensive user research and aimed to enhance user comprehension. Feedback from test users during research sessions consistently indicated that the term ‘NHS Service' lacked clarity and failed to convey the nature of NHS services effectively with several users not understanding the difference between services within the NHS App and services within the NHS as a whole (hospitals, pharmacies, GP surgeries etc).
The shift to 'Healthcare Service' was driven by a user-centric approach, aiming to align with user expectations and facilitate a more intuitive understanding of the content.
Feedback from later research sessions showed users had no issue understanding the term ‘Healthcare Services’ as it better matched with their expectations.
The NHS App team have conducted a Discovery into the in-app feedback mechanism from July - November 2023. We are currently in the technical solution implementation phase.
The screenshot below is taken from the current proposed solution. This screen gives the user 3 radio options when submitting feedback within the NHS App. The third option when selected leads the user to the 'review an NHS service' feedback service. In earlier iterations, the content for the 3rd radio option was 'Give feedback about an NHS service' but was changed to 'Review a healthcare service':
The decision to change the term ‘NHS service' to 'Healthcare service' came as a result of insights gathered from extensive user research and aimed to enhance user comprehension. Feedback from test users during research sessions consistently indicated that the term ‘NHS Service' lacked clarity and failed to convey the nature of NHS services effectively with several users not understanding the difference between services within the NHS App and services within the NHS as a whole (hospitals, pharmacies, GP surgeries etc).
The shift to 'Healthcare Service' was driven by a user-centric approach, aiming to align with user expectations and facilitate a more intuitive understanding of the content.
Feedback from later research sessions showed users had no issue understanding the term ‘Healthcare Services’ as it better matched with their expectations.