Connecting people around a client

Patchwork is about helping people at the frontline of public services connect and collaborate better.

I worked with FutureGov as a product designer and frontend developer to simplify our existing features and make our messaging more relevant to the people using the service.

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Using existing data

We used analytics to identify any key drop off points during on-boarding, these included account activation and the sign up form itself. The next step was to try to understand why. We looked at all existing interviews with users we had done and grouped them by user type – managers, social workers, call centre staff – and began to identify common blockers like the fact they didn't know if their colleagues were using the service or that they weren't sure if their managers wanted them to use it. We were also noting what positive experiences active users had.

Because I was able to get the background earlier I was able to change my style of enagement and get the client off to a really good start. Those early sessions with a client are so important

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Identifying blockers

While I was doing this the team in Australia ran user testing sessions to understand how practitioners interacted with the existing on boarding.

It became clear to us that the biggest blocker was the language we used, people were not sure wether Patchwork was a messaging app for them and their collegues or another case management system for their clients.

Search for clients by name and discover who from other organisations – including health and social services – is working with them and access those professionals' direct contact details at a glance - Updated messaging

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Identifying users' motivations and concerns

During user testing we noted people's concerns and developed a visual language of helpful badges throughout the app at points where practitioners may need reassurance. For example:

Search for the clients you are most concerned about

Help others share information with you to help improve your client's care

Clients represented by your organisation have given consent to share information

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Implement new designs

We redesigned the on-boarding funnel from the initial invitation email to completion of the first task. We improved calls to action based on the user's goals and removed all steps that were irrelevant to the user's goal of finding out who works with their client.

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We followed the sprint up with a few more user testing sessions which helped us prioritise the next sprint where we removed niggles in the new on-boarding journey making it more flexible and improved how we lined up secondary tasks for the user.

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