User centred design

Working in user centred design in the NHS

You’ll impact millions of lives by helping people access the essential care and information they need quickly and efficiently.  

You’ll use research techniques to discover what health professionals, the public, patients and their carers need from NHS digital services. You’ll design products and services to meet that need. You’ll look at how people interact with digital services, helping make sure that content is clinically safe, easy to understand, accessible, and inclusive.  

You’ll also be involved in promoting best practices in user-centred design, contributing to NHS digital transformation strategies.  

Roles in user centred design

Explore the variety of career options in user centred design:

• user researcher
• content designer
• interaction designer
• service designer

User researcher

Your research will inform the design of digital and non-digital services in the NHS. You’ll help create inclusive, accessible and effective solutions that put people at the centre. You’ll be responsible for understanding people’s digital needs, ensure their voices are heard at every stage of the design process.  

You’ll use a range of research methods including interviews, observation and usability testing to help you understand user needs and behaviours. You’ll work with diverse populations, including vulnerable groups, non-digital users, and those with low trust in public services. This will help you make sure NHS services work for everyone.  

Your work will take you out into the community, hospitals, GP practices and other health and care settings. Some user researchers have conducted research in the back of ambulance on their way to an emergency!

Content designer

You'll be part of a multidisciplinary team working to create accessible and user-friendly products.

 You’ll be responsible for creating and managing content, taking complex clinical and technical information and presenting it in a way that makes it easy for users to understand and act upon. You’ll advise where content should sit within a ‘digital journey’ based on user research and how to best present e.g. text, images or video.

Your work may include designing and managing content for NHS staff and public-facing systems and services. You’ll ensure they meet accessibility standards and NHS service guidelines.

Interaction designer

You'll be part of a multidisciplinary team working across digital projects. Your focus is designing accessible and user-friendly websites and apps that help people manage their health and wellbeing.  

 You’ll be responsible simplifying a person’s interactions with these services,   making sure they are usable, accessible and inclusive. You’ll create wireframes, prototypes, and high-fidelity mock-ups either using code or prototyping software.  

You’ll work closely with colleagues such as service designers, user researchers, content designers, and developers, to make sure that solutions meet user needs, design and accessibility standards, and align with NHS goals.

Service designer

You’ll be part of a multidisciplinary team that includes other user-centred design professionals, technical architects and clinicians. Your work make sure NHS services are user-centred, from the initial point of contact through to service delivery. You’ll also make sure service designs are evidence-based, viable, clinically safe, and deliver exceptional user experiences.

You’ll design, prototype, and implement features that meet user needs that deliver the best possible outcomes. This may include mapping out services and creating blueprints that illustrate multiple channels, stakeholders, and users.

Your work will focus on ensuring services are inclusive, accessible, and equitable, and meet design and accessibility standards, such as GOV.UK or NHS Service Standard.

How much can I earn

You’ll usually be employed on a national pay and conditions system called Agenda for Change (AfC).  

User research, service design, and interaction design roles usually start at band 7, with opportunities for progression.  

Content designer roles start at band 6 and progress with experience.  

If employed outside the NHS terms and conditions can vary.

How about the benefits

Making a difference through improving the digital experiences of healthcare professionals and patients. It’s interesting work, with varied interactions day to day, influencing strategy and having a real life impact.

• Flexible and part-time working
• Good opportunities for progression
• Excellent pension scheme
• Good holiday entitlement
• NHS discounts in shops and restaurant

Must have skills

Roles in user centred design need different sets of skills.

Content, service and interaction designers

• Good understanding of keeping users at the heart of your design process, including accessibility techniques
• Proofreading, editing, and writing complex information clearly and concisely,  
• Strong written and verbal communication and influencing skills.
• Problem-solving and critical-thinking skills.
• Ability to work independently and collaboratively as part of a multidisciplinary team
• Understanding of content performance metrics and evaluation techniques

User researcher

• Specialist knowledge and experience of user research methods and be able to apply them across the design lifecycle.
• A strong understanding and experience of the user-centred design process
• Able to use research findings in product development cycles
• Able to analyse and interpret data, using the right research methods for each project.
• Experience of conducting user research with diverse and vulnerable populations
• Excellent communication skills, with the ability to present complex research findings  
• A deep understanding of inclusivity in research, ensuring that the services you help design are accessible to all

How to become part of the user centred design team

Many NHS user centred design professionals join from other roles in the NHS so if you can show you have the skills the necessary skills, there is no single career path but here are some of the typical routes in.  

User researcher

You could look for a junior user research or user experience role in the NHS. This will allow you to build experience across different projects and methodologies and help you progress into more senior roles.

You could join the NHS after getting experience in user research or wider research role with a design focus.  

You could do a relevant degree such as human-computer interaction, social sciences or user experience design.

Content designer  

You’ll have experience of working in a digital content design, communications or marketing role.  

You have a relevant postgraduate qualification such as digital content design.

Interaction designer

You start off in a junior role in interaction design. You’ll then gain experience across different projects and progress into more senior interaction designer roles. You may already have significant experience in a design role with a portfolio demonstrating user-centred design solutions.  

You may have a degree in a relevant field such as interaction design, user experience design or human-computer interaction.  

Service designer

You start off in a junior role in service design. You’ll then gain experience across different projects and progress into more senior interaction designer roles.  You may already have significant experience in a design role with a portfolio demonstrating user-centred design solutions.  

You may have a degree in a relevant field such as service design, user experience design or human-computer interaction.  

What are my chances of starting a career in user centred design

Digital transformation is a key priority of the NHS. As digital transformation accelerates, the need for user centred design roles will grow.  

Where a career in user centred design can take you

There are a variety of career opportunities in user centred design. As a user researcher, you could progress into project management and leadership roles:

• head of user research
• service owner
• digital transformation director
• chief content officer  
• senior/lead interaction designer
• head of design
• chief design officer

With experience, you could also become a consultant for public healthcare products.