Practical change, thoughtfully measured.

The challenge

Residents found it difficult to understand which local service could help and what information a referral needed. Teams received incomplete submissions and repeated clarification calls.

Our approach

We mapped the referral routes with service staff and residents, then prototyped a guided self-referral journey with clear eligibility language and save-and-return support.

What we delivered

Responsive web journey, accessible form patterns, service content model, appointment request hand-off and staff triage view. Integrated with the existing scheduling workflow through a documented API boundary.

Accessible by design

Keyboard-first flows, plain-language summaries, explicit error recovery and tested zoom/reflow; moderated sessions included participants using assistive technology.

What changed

During a limited pilot, teams reported fewer incomplete referral submissions and moderated testing showed improved clarity about what happened after submission.

The challenge

A multi-site research network needed a more coherent way for potential participants to understand studies, provide consent and manage communication preferences.

Our approach

We worked with researchers and participant advisers to design a reusable study listing and an informed, staged consent journey, keeping research information distinct from service advice.

What we delivered

Participant portal, study-specific information pages, consent version tracking, communication preference controls and site-level content governance. Connected to existing research management systems via standards-based interfaces.

Accessible by design

Readable study summaries, clear choice points, generous time to review and accessible change-of-mind routes. Consent wording was tested with participants before implementation.

What changed

Pilot feedback indicated greater confidence locating relevant study information and fewer support queries about how to update communication preferences.

The challenge

Referral information was split across team tools, leaving navigators to reconcile different views of status and duplicate updates.

Our approach

We observed handovers across participating teams, agreed a minimum shared data view and iterated a workspace around the daily task rather than the organisational chart.

What we delivered

Role-based care-navigation workspace, event-driven status updates and a documented integration layer that connected referral data without replacing source records.

Accessible by design

Consistent keyboard paths, status text beyond colour, readable dense-data layouts and clear ownership cues helped support varied working contexts.

What changed

The pilot reduced duplicate status-checking reported by participating teams and improved shared understanding of referral handovers. Results were reviewed locally; no clinical outcome claim is made.