The importance of design in NHS front-end digitisation

When it comes to NHS apps and eForms, getting the design and functionality right isn’t just a "nice to have"—it's essential. Poor design can alienate users and undermine the very purpose of the Digitise solutions we make. Through my work on UHMBT’s projects, I've learned the importance of maintaining a consistent, accessible, and user-friendly approach to design, and I'd like to share some of the key principles we follow. 

Consistency across projects 

A consistent look and feel is vital in ensuring users can transition smoothly between different digital tools. By adhering to a shared design system, we can make sure each app or eForm feels familiar and intuitive.  

Users are much more likely to engage with a form or app that looks good, is well thought out, and is easy to navigate. Brand logos and colours breed familiarity and trust – you wouldn’t want to fill in a form with personal and medical information without being sure it’s from us, and sticking to our brand helps with that. Colour coding related forms, apps and documents also helps to bring processes together – for both patients and clinicians. I’ve done this with our hospital passports, and the colours make the forms and corresponding certificates instantly recognisable. 

Overall, you just wouldn’t feel motivated to fill something in that was poorly designed – it would be more difficult, and generally wouldn’t be a good experience. I like to use tidy fields, keep things simple, and use features to guide users through the data collection process. Don’t be afraid to add those finishing touches either – graphics and images can really brighten things up and improve the experience, even if it’s just visually.  

Accessibility without overkill 

Accessibility is non-negotiable. It’s built into the foundation of every design we create. Features like alt text for images and accessibility tool integration are standard practices, but there’s a fine line between enhancing usability and overcomplicating the experience. 

For instance, I’ve seen NHS trust websites that go overboard with accessibility features. They add layers of interactivity—hovering over words triggers pop-ups, images, or unnecessary multimedia elements. While these might seem helpful in theory, they often have the opposite effect. Even as a tech-savvy user, I’ve found such sites frustrating. Imagine how much harder it would be for someone less experienced with technology. 

My late grandmother, who was blind, relied on assistive tools on her phone for everyday tasks. For her—and many others with specific needs—those tools were sufficient. She didn’t need over-the-top accessibility features from every website or app she used. This highlights a key point: most users with long-term disabilities already have personal tools tailored to their needs. Over-designing accessibility features can sometimes create barriers instead of breaking them down. 

The goal should be to meet core accessibility standards and then layer additional features in a way that enhances, rather than hinders, usability. Crucially, users should have the choice to enable or disable extra features. 

Save time with tools 

I like to use a number of tools to help with designing apps and eForms. Tools can help you save a lot of time while making them polished and putting user needs first. Here are some of my go-to resources: 

• Colour palettes: Coolors is fantastic for creating accessible and visually appealing colour schemes that work seamlessly across projects. 

• HTML help: The Free Online Interactive HTML Cheat Sheet is an invaluable reference for ensuring clean and compliant code. 

• Buttons: Need inspiration for attractive and functional buttons? CSS Scan has loads to choose from. 

• Animations: To add a touch of interactivity, LottieFiles provides lightweight animations that enhance the user experience without bogging down performance. 

Find the right balance 

It’s all about balance. Too few accessibility options leave some users excluded, while too many can overwhelm or confuse the majority. A well-designed digital tool caters to all without compromising simplicity or usability. 

We make sure our tools are functional and straightforward for everyone. Whether it’s an eForm designed for clinicians or an app for patients, the user experience must feel effortless. Our team focuses on rigorous stress testing to ensure we’re not overloading users with features they don’t need. Keep it simple and straightforward, and make use of features like progress bars, forced data formatting and mandatory fields to guide your users through the process.  

Final thoughts 

Good design in NHS front-end digitisation is about understanding the users and meeting their needs without overcomplicating things. Consistency, accessibility, and simplicity are the cornerstones of our approach. When these principles are in place, we create tools that truly serve their purpose—empowering users, reducing frustration, and improving outcomes. 

As we continue to refine our processes, these lessons remain at the forefront of our work. Digital transformation is as much about the people we serve as it is about the technology itself. 

To connect with Adam, learn more about UHMBT’s apps and eForms or get a closer look at NDL Digitise – don’t hesitate to get in touch with the NDL team.