Accessible wellbeing services

Digital service journey analysis

A service journey analysis identifies and addresses the most significant pain points in digital services. Once these issues have been resolved, users can access the right services more quickly and fewer people abandon the process before completing it.

The assessment requires relatively few resources while providing clear next steps for development and a better understanding of the current state of the services.

Identifying digital exclusion and barriers

Targeted improvements benefit the entire user base, strengthen customer trust and enable a more preventative approach to service provision. This can help prevent issues such as symptoms becoming more severe or complex and reduce pressure on specialist healthcare.

The aim is to identify, in particular, the groups who are currently excluded from services and determine how those services can reach them more effectively.

Improving the clarity of digital services

Make services easier to understand and use. Improving clarity helps users find the right content and service pathways more easily, increasing both service uptake and completion rates.

Clearer services also save time for customer service teams and healthcare professionals by reducing the need for guidance and correcting errors.

Accessibility assessment of physical premises

An accessibility assessment helps identify and remove barriers at physical service locations. This ensures that investments are targeted effectively, accessibility requirements are met and improvements have an immediate impact on the customer experience, enabling everyone to access and use the services.