Department of Health NI
Co-designing health services to inform and protect citizens
Co-designing a citizen-centred solution to help ease the pressure on our health service and provide the Northern Irish public with the most accurate and personalised information relating to COVID-19.
Problem
As the COVID-19 pandemic began to spread across the world, the pressure began to mount on GPs and emergency services. We were engaged by Health & Social Care in Northern Ireland to co-design a citizen-centred solution that would help ease that pressure on our services and provide the Northern Irish public with the most accurate and personalised information relating to the virus.
![](https://www.bigmotive.com/wp-content/uploads/2020/07/public-health-agency-mobile-self-isolation-1.jpg)
![](https://www.bigmotive.com/wp-content/uploads/2020/07/public-health-agency-covid-19-website-guidance-1.jpg)
![](https://www.bigmotive.com/wp-content/uploads/2020/07/public-health-agency-covid-19-system-map-1.jpg)
Approach
Working within the tightest imaginable time-frame we worked with a large group of experts and stakeholders to outline an initial solution. We explored best practice examples, mapped an end-to-end user journey and gathered data from in-depth user interviews. Working in partnership with Civica, we launched the mobile service in two weeks. Following a period of live testing, we have continued to support the successive release of new versions to enhance and personalise the service throughout the pandemic.
![](https://www.bigmotive.com/wp-content/uploads/2020/07/public-health-agency-covid-19-self-isolation-timer-1.jpg)
Outcome
Within a month from launch, the COVIDCare NI service was downloaded 50,000 times. This translated to a significant reduction of calls from concerned citizens to the 111 service. The app continues to evolve with the addition of expert content, self-isolation timer and a more personal experience. We have also developed a companion website to deliver the latest advice and allow users to check their symptoms without needing to download the app.
![](https://www.bigmotive.com/wp-content/uploads/2020/07/public-health-agency-covid-19-mobile-components-scaled-1.jpg)