What they needed
As part of their 20th birthday, Doctors.net.uk’s team were revisiting the value proposition they offer to their members aiming to optimise their existing services and explore new ways to add value to members.
What we did for them
We ran a Discovery Phase to:
Get a holistic view of users’ behaviours, perceived value proposition, their usage of each service, key pain points and possible opportunities for improvement.
Identify the multiple touch-points when users access the services, how the existing services and new services fit in together and fit into users’ daily routine.
Activities that we ran:
UX Review
User Research sessions (User interviews and Usability testing) with a total of 20 users
Stakeholders workshop
UX report with insights and priorities of improvements.
Results
Deep insights on users needs and behaviours.
Understand and prioritisation of the key areas of improvement, to be followed up in a series of iterations.
Fruto have helped us get much further with a much more objective methodology. The discovery phase has given us lots of insight into what we need to improve.
Rachel Kirton, Director of UX & Innovation at Doctors.net.uk
