Online sexual health testing service to tackle high clinic demand
- 8 weeks from an idea to a working online service
- 16 weeks from inception to NHS approved service
- 95% of people who start the order process go through to completion
- Service to be rolled out to further areas in 2016
SH:24 in numbers
Users involved in the design
Test kits ordered in first 8 weeks
Taking the process from the doctor’s waiting room to online
Following a string of negative headlines and a rise in STI rates in the Lambeth and Southwark areas, SH:24 came to us with an idea for a digital service: An online sexual health testing service for these residents. The vision was a self-service testing kit, ordered online, to tackle long queues at sexual health centers and dramatically increase public access to these services.
From the moment we met Unboxed, we felt they understood our approach and had a robust process for exploration and delivery.
Chris Howroyd, Director, SH:24
'Moving in' next door to users and partners
We co-located with the SH:24 part of the team in their offices in Lambeth for the discovery and alpha phases. Our location, close to the clinics, gave us direct access to the service users and our clinical partners. From the earliest sketches, through prototypes and models, to the final production code and kits, we were able to validate our thinking on a daily basis with real users of the service.
A new physical service with a digital core
Whilst the digital elements formed a critical part of the service, we took great care to ensure that the experience of the physical product was equally as effective. The packaging and instructions, supporting information and messaging went through numerous iterations – for example the home blood sampling process changed radically and the instructions were tested and recreated several times.
Unboxed brought people together rapidly and helped us to deliver a full service in an incredibly short space of time.
Chris Howroyd, SH:24
Building trust amongst stakeholders
Many different stakeholders had high hopes or deep concerns about the outcome of this mould-breaking project. So we held regular open workshops to establish enough trust to move fast. We identified the most significant issues first - patient record security and service quality – and directly addressed these immediately.
SH:24 in numbers since launch
Site visitors (70% new)
People starting the order process through to completion
Live service launched in 16 weeks
After just 8 weeks, users were able to order and complete an STI test at home, without any clinical support. A further 8 weeks and this live service was scaled and launched to the public, resulting in over 1,300 tests being ordered to date. With a result pleasing stakeholders and users alike, the SH:24 service is due to be rolled out to Essex during 2016.
A great team with exactly the right mix of skills we needed.
Chris Howroyd, SH:24