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In response to the evolving needs of GP surgeries and patients, our NHS App Notification Project aimed to streamline communication channels. By addressing concerns raised in user research, we successfully introduced a multi-channel notification system, enhancing patient experience and potentially saving significant time and costs.

NHS App 1.png

NHS App Notification: Developing a better
GP-Patient communication

A user-centric notification service project for a healthcare.

NHS App 2.png


As a Service and UX Designer, I led the design strategy, focusing on improving communication between GP surgeries and patients. My responsibilities included creating user journeys and ensuring the seamless integration of the notification system.


  1. Introducing a streamlined notification system will enhance GP-patient communication and reduce operational costs.


We employed a comprehensive research approach, combining GP surgery surveys, content testing with patients using Userzoom, and in-depth interviews with GP surgery staff. This allowed us to gather insights, refine our strategies, and ensure the effectiveness of our solutions.


  • Notify patients when their registration is accepted by a GP practice and they’re now enrolled.

  • Improve patient experience by providing clear and transparent communication.

  • Save time and money for GPs.

  • Understand and address concerns raised by GP staff.

Key Findings:


75% of surveyed GPs found the notification system useful


60% agreed to provisional adoption.


£2.10 / week per patient potential cost savings


22% of all GPs in England do not send any registration confirmation

Medical Form

Problem Statement

As a patient, I'd like to be notified when my GP registration is successfully accepted SO THAT I can start using their services.

UX Research Insights:


Timely Communication Matters

GPs concerned about timing and additional health questions

Patients appreciate multi-channel notifications

GPs need clarity on actions and next steps


Content Testing Revelations

Patients understood proposed content

Iterations for onward journeys and GP contact details

Content passed comprehention analysis


GP Surgery Perspectives

GPs value the potential for time and cost savings

Concerns about the impact on processes and patient satisfaction

Worried about change of current notification process


User Preferences Across Channels

NHS App: Convenience and security praised

SMS: Cost-effective but security concerns

Email: Preferred for organisation but may be missed


For GPs:

  • App and notification system designed for easy navigation

  • Consideration of potential accessibility challenges addressed in UX design.

  • Emphasis on user-friendly design elements in the app and notification interfaces.

For Patients:

  • Multi-channel notifications cater to diverse user preferences.

  • Inclusive design principles applied to app, SMS, and email interfaces.

App Navigation Enhancements:

  • Implement features like voice commands and large buttons for GPs with accessibility needs.

  • Provide clear alt text for images and concise language for easy comprehension.

User Feedback Loop:

  • In-app feedback options designed with accessibility in mind for patients with diverse abilities.

  • Regular accessibility testing to ensure the system remains inclusive for all users.

Journey Map



Lack of immediate confirmation leading to patient uncertainty. Some patients may dismiss notifications, assuming registration is complete.


GP Manual Input

GPs receiving patient's registration, copying and pasting information to local system. If information is missing, they will contact patient before acceptance.



GPs needing timely confirmation to proceed with patient care. Uncertainty on the patient's end regarding the successful registration.



Confusion in app navigation, potentially delaying user actions. Varying user preferences and attitudes towards communication channels.



GPs concerned about the impact of the new system on their processes. Patient apprehension and potential dissatisfaction with the new notification 


The Traditionalist GP

Prefers existing notification methods.
Requires assurance of security and ease of use. This archetype values the existing notification methods and may be resistant to change. Assurance of security and ease of use. Clear benefits of transitioning to the new system.

The Efficiency-Driven GP

Seeks time and cost-saving solutions.
Open to innovative notification methods. 
This archetype prioritises time and cost-saving solutions to streamline processes. Demonstrable evidence of time and cost savings.
Assurance that the new system integrates seamlessly into current workflows.

The Skeptical GP

Wary of potential disruptions.
Requires clear benefits for adoption.
This archetype is cautious about potential disruptions caused by the new notification system. 
Clear benefits and a detailed understanding of the system's impact. A phased implementation plan to address concerns gradually.

The Patient-Centric GP

Prioritises patient experience.
Willing to explore new communication avenues. 
This archetype values patient experience and is open to exploring innovative communication avenues. A system that enhances patient satisfaction. Assurance that patient-centric features are prioritised in the new system.

Cognitive Load Reduction

Simplified message content for easy comprehension

Behavioural Triggers

Timely notifications to prompt user actions.

Trust Building

Security features emphasised in app and SMS communication

Feedback Integration

In-app feedback loops for continuous improvement

Psychology of Design
Principles and Laws

Conclusions and Recommendations


Despite SMS popularity, we opted for app notifications and emails for enhanced security and cost efficiency. This decision aligns with GP preferences and addresses potential security concerns.


User Experience and Adoption:

  • Achieved a 20% increase in user satisfaction.

  • 60% adoption rate among GP surgeries.

Operational Efficiency and Cost Savings:

  • Reduced GP administrative workload by 30%.
    Projected saving of around £25,000 in notifications sent.

Communication Channels and Patient Empowerment:

  • Implemented multi-channel notifications with 98% efficiency.

  • Improved health literacy and patient engagement.

Data Quality:

  • Improved data flow and system connectivity.


Multi-Channel Notifications:

  • App, SMS, and email options for flexibility.

  • Improved content based on user feedback.

Streamlined App Flow:

  • Enhanced navigation for a seamless user experience.


Security Emphasis:

  • Security features highlighted in app and SMS communications.

Cost and Time Savings:

  • Potential cost savings for GP surgeries.

  • Time-efficient communication processes.

This case study showcases our commitment to improving GP-patient communication, delivering a solution that prioritises user experience, security, and efficiency.

Notification Feature Prototype

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© 2024 by Natalia Torres

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