Parliamentary and Health Service Ombudsman website design
We designed a new user experience for visitors to the PHSO website based on user insight from inside and outside the organisation.
The Parliamentary and Health Service Ombudsman (PHSO) investigates complaints about UK government departments, public agencies, and the NHS in England.
The public website is one of the main ways in which people can access the Ombudsman's service. In view of this it needed to be accessible, easy to use and understand.
PHSO chose us from a long list of competing agencies because of our understanding and experience of usability in website design. We based our design work on user research with people from inside the organisation and potential users drawn from the general public.
As well as creating a simplified Information Architecture and clear user interface design for the site we developed a filter process for complainants. This helped people understand if they could complain to the Ombudsman, and if they could, how to go about it.