As part of an ambition to continuously put people at the centre of their services and organisational culture, NHS Blood and Transplant (NHSBT) has appointed FutureGov as Service and User-Centred Design Strategic Partner. Over the next two years, we’ll deliver multiple strategic and tactical initiatives, while also supporting individual projects.
NHSBT run a programme enabling people to donate convalescent plasma, which was used in a clinical trial as a COVID-19 treatment. As an integral and urgent part of their service, NHSBT wanted to improve the experience and raise awareness, encouraging as many repeat donations as possible.
Working as a blended team with NHSBT, we ran a review of the donor’s journey to uncover pain points, identify opportunities for improvement and develop a set of recommendations for initiatives. Research consisted of 13 in-depth interviews with donors, 10 in-depth interviews with NHSBT staff and insights from 1,300 donors through an online survey.