As a Locum GP, claiming your NHS pension is difficult. Submitting regular contributions requires seamless communication with employers, a meticulously kept filing system and (quite literally) the stars to align. All this takes time, a commodity which Locum GPs rarely have. By creating an effortless, automated pension service, Lantum wanted to encourage Locum GPs to conduct all their work via Lantum.
Workshop facilitation
IA / User Journey mapping
Prototyping
Usability Testing
UI Design
Locum GP’s are contract doctors who fill empty shifts across GP practices, ensuring NHS primary care is able to offer consistent coverage to patients. We targeted Locum GPs who primarily used Lantum to ‘top-up’ their existing work. By providing a system that made the pension process clear, simple and effortless, we hoped to encouraged them to bring all of their work on to Lantum.
To begin, we spoke to financial experts at NHS Business Service Authority (NHSBSA) and created an audit of the existing pension system. From this we identified three key areas where we could use our technology and system to simplify the pension process;
This removed needless chasing between Administrator and Locum GPs.
Auto-calculating the monthly summary form would save Locum GPs time and effort.
Providing a full account of contributions would incentivise Locum GPs to do all their work via Lantum.
With this in mind, together with Product and Tech, we developed a data structure that divided forms into different sections, based on their form type, signing status and delivery status. In this way GPs could easily view and update the status of individual contribution (Form A’s) to ensure it was added to the correct pension pack (Form B), before being sent to NHSBSA.
Contributions and pension packs had to be submitted within very specific time windows. To ensure packs were filled with correct forms, we developed individual journeys to determine the technical requirements for all forms to be processed correctly.
As a first priority an eSigning feature was developed and released for Locum GPs and practices. Gathering signatures from both sides early on would improve the effectiveness of the core feature and reduce edge cases created by ‘unsigned forms’.
For the UI we adopted components from our recently created React library. Individual contribution forms were formatted as list items, displaying the key information required to identify the form origin and status. Pension Packs - containing multiple forms - were presented as single cards within which, pack contents could be revealed.
To test our approach, we conducted 2 days of moderated usability testing with Locum GPs recruited via the Lantum marketplace. For the test, we gave users a test scenario and set of tasks to complete. From this we learnt that whilst users shared our conceptual model of the feature, the language we used to identify the individual steps needed more clarity. In response, we updated the copy throughout the feature.
Finally to market the new feature we created a promotional landing page within the product to introduce the new system encouraging GPs to submit their eSignatures in anticipation of release.
The introduction of this feature simplified a complex process for GPs. The majority of practices and GPs quickly set up auto signs, allowing for the feature to run smoothly and effectively.
For the first time, GPs were sent complete documentation on time and ready to send with the click of a button.
