National Booking Service

Problem

The National Booking Service needed to support evolving vaccination programmes and improve the end-to-end booking experience—particularly by enabling combined COVID + Flu booking journeys and supporting multiple people per booking. In parallel, internal staff tooling needed research to reduce inefficiencies impacting delivery and patient experience.

What I did

• Conducted continuous user research across the COVID and Flu National Booking Service used by millions of users.
• Planned research and maintained an ongoing research cadence to support iterative delivery.
• Tested and evaluated multiple service iterations to inform improvements to:
  • booking journeys
  • interaction flows
  • information architecture
  • accessibility and inclusive patterns
• Researched internal staff tools and workflows to identify inefficiencies affecting operational delivery and downstream patient experience.
• Worked closely with designers and developers to translate research insights into buildable design solutions.
• Supported integration work including:
  • combined Flu + COVID bookings
  • multi-person bookings to improve convenience and reduce friction for users
• Produced/validated artefacts as needed (user flows, IA, wireframes) to help the team move from findings → decisions → implementation.

Key decisions / considerations

• Reduced user effort by supporting combined and group booking needs (rather than forcing repeated individual journeys).
• Ensured changes held up under real use through iterative testing and evaluation.
• Addressed citizen experience and staff operations together, recognising operational tooling impacts service reliability and outcomes.

Outputs

• Research plans, test scripts, and regular insight readouts
• Evidence-backed recommendations and prioritised usability/accessibility issues
• Validated user flows, IA improvements, and wireframes supporting design and build
• Foundational research shaping a new staff booking management service direction

Outcome

Ongoing research and iteration informed improvements to booking journeys and accessibility, supported integration of Flu + COVID combined bookings and multi-person booking capability, and provided foundational insight for a new staff booking management service.

Methods / Tools

User testing; research planning and strategy; iterative evaluation; user flows; information architecture; wireframing; internal tool/workflow researcher, interviews/research (remote and in person); synthesis; personas/journeys; prototype testing.