Project summary

Care Quality Commission

Check your care provider assessment for factual accuracy

I created an interactive Figma prototype for a new feature to replace the time consuming task of receiving feedback on a CQC assessment. Despite time and platform constraints, the designs were delivered on schedule, meeting high standards and receiving positive feedback.

Background

The Care Quality commission is the independent regulator of health and social care in England. Prior to working on the project the assessment process had moved to a single assessment framework. Such a change required an update to the their services

The challenge

I was tasked to create a user journey then build and test a prototype for care providers to check the factual accuracy of an assessment on their care services.

Overcoming constraints

  • The unexpected exit of the previous interaction designer meant I had to rapidly get up to speed with the project in order to deliver designs within weeks.
  • I was unfamiliar with what the developers were able to build, so I was constrained by the limited amount of components to use and there was a lack of clarity over what could or could not be delivered.
  • There was only one (or possibly two) chances to test the prototype. My aim was to test our riskiest assumptions before the designs were sent to build.

My design approach

I worked with the Service Designer to understand as much as possible about what was required, conducting interviews with stakeholders, CQC inspectors and care providers.

Armed with this knowledge and using the CQC provider-facing design system I created an interactive user journey prototype in Figma.

CQC factual accuracy user journey

I collaborated with a content designer to ensure the messaging was clear and concise and helped a user researcher develop a plan that tested the journey whilst also conducting generative research on the user interface.

The following video shows the prototype of the user journey.

A success

I sent the designs to build in time for delivery and to a high standard and they were very well received by the business.

I continued the contract by assisting with the delivery of the internal workflow interface.