• Desktop research: analysis and review of 120+ digital assets including content audit and analytics;
• User research: Interviews and workshops with large groups of internal stakeholders; in-depth user research with diverse audiences (including consumers, health professionals, service providers and industry); online survey of website owners and teams;
• Future state proposition: Digital transformation strategy including a rationalisation strategy for more than 170 public-facing websites;
• Prototyping and testing: user concept testing;
• Detailed design: Experience design foundations and detail product design; and
• Launch and ongoing: Beta to Live strategy, including assistance with transition to BAU; ongoing program of user testing and optimisation.