User-centred design — Families

User researcher

User researchers help teams understand the people who use and deliver health and care services, including patients, carers, clinicians, and care staff. They plan and carry out research safely and ethically, turn what they learn into clear insight, and make sure decisions about digital health services are based on evidence of real needs, including the needs of people who find services hardest to use.

Service designer

Service designers design health and care services end to end, from the moment someone first needs help to the end of their care, across digital, phone, paper, and face-to-face channels. They work with patients, carers, clinicians, and care staff to map how services really work, find where they fail people, and design services that are safe, simple, and fair, and that work across organisational boundaries.

Interaction designer

Interaction designers design how patients, carers, clinicians, and care staff use the organisation's digital health services, from patient-facing apps and forms to the screens clinicians use at the bedside. They design simple, accessible, and safe interactions, test them with real users, and use shared design systems so that services feel consistent and familiar.

Content designer

Content designers make health and care information and services clear, so that patients, carers, clinicians, and care staff can understand what they need to know and do. They design content from evidence of user needs, write in plain English, work with clinical experts to keep it accurate, and look after content across its whole life, from creation to review and retirement.

Accessibility specialist

Accessibility specialists help the organisation make its digital health services usable by as many people as possible, including disabled people and people with long-term conditions. They test services against accessibility standards and with assistive technologies, advise and train teams, and help embed accessibility into how services, clinical systems, and health information are designed, bought, and built.