https://digitalhealth.blog.gov.uk/2026/02/16/ukhsa-health-publications-alpha-assessment/

UKHSA Health Publications Alpha Assessment

Man-Yee Lam, 16 February 2026 - Alpha, Assurance, Service assessments

From: DHSC
Assessment date: 27/06/2024
Stage: Alpha
Result: Met
Service provider: UKHSA

Service description

“Find Public Health Resources” is a service designed to support health professionals and the public in accessing health publications, with a focus on vaccination and infectious diseases. Styled like an e-commerce platform, this service simplifies the process of finding, downloading, and ordering resources in both digital and print formats. Users can access the service via web, email, or phone and may discover it through search engines, social media, or at physical conferences. Integration of QR codes on printed materials further enables a seamless offline to online user journey, enhancing accessibility and user engagement.

Service users

This service is for:

Immunisation Publication Team (IPT) – Admin users

Frontline Workers: GPs, nurses, volunteers etc.

The Public: anyone with an interest in health publications for themselves/friends/family/community

The ‘Campaigner’: Integrated Care Board (ICB) Immunisation teams, Comms and Engagement teams

The ‘Sign Poster’: IPT, call centre staff etc

Report contents

1. Understand users and their needs

Decision

The service met point 1 of the Standard.

What the team has done well

The panel was impressed that:

• the team has a good understanding of the different types of users that access the current service, although it was not clear how they were able to identify this breakdown of users. They ensured that research during Alpha covered a variety of different users, recognising that this was a weakness of their earlier discovery research
• the team has undertaken some user research with people with accessibility needs, and those with low English language and digital skills was included
• the team has utilised stakeholders where possible to send out their screener survey to identify participants although there were some issues with procurement processes around recruitment companies
• the team has made sure some of the user research was dedicated to the offline journey, particularly concentrating on those with low digital literacy
• the team provided a good overall explanation of how they collated assumptions as a team and prioritised the riskiest assumptions for testing
• the team has created personas that look well rounded and evidenced

What the team needs to explore

Before their next assessment, the team needs to:

• understand if filtering is the right solution to the pain points found around searching the website. It is commendable that research focus was put into this due to the number of pain points found around searchability of the website, but it was felt that only the pattern of applying filters was tested with users, however, the panel would have liked to have seen other attempts to resolve this, such as a review of the IA overall
• provide a bit more evidence of wider stakeholder involvement in the user research, such as coming along to UR sessions as observers
• ensure that research artefacts, such as personas, are utilised by the whole team and wider stakeholders, particularly when moving forward into development, to ensure that empathy is being built throughout all team members
• ensure usability testing takes place using a clickable prototype, even if this is not the fully coded prototype, there needs to be something tangible that users can interact with personally, to really see how the service will be used. This is especially important for the user research with people that have accessibility needs
• ensure that there is a wider range of people with additional access needs included in the user research

2. Solve a whole problem for users

 Decision

The service met point 2 of the Standard.

What the team has done well

The panel was impressed that:

• the team has explored a wide range of use cases and scenarios, for example travel, maternity and case support, allowing them to explore a range of user journeys and focus on maximising task completion
• the team has evidenced a good, data-informed understanding of the pain points of the as-is service
• the team has explored the multiple entry point to their service and has identified changes and additions, such as QR codes which may make a positive difference to user experience and the ability to complete key tasks 

What the team needs to explore

Before their next assessment, the team needs to:

• reconsider the scope in Beta. While it is understood that drafting and automation of translation and publication processes and integration strategies with GOV.UK were out of scope for this Alpha. The panel believed that to ensure this service will really solve a whole problem for all identified user groups it is important to conduct further research into understanding the other critical user journeys to show how the future service might potentially expand to do that
• As one of the key use cases stated was giving activists access to health content which they could repost or point to on social media, the panel would recommend map more of the journeys related to  and user research to optimise these scenarios and critically understand what any increased demand from the service might be if this becomes a significantly larger user group.

3. Provide a joined-up experience across all channels    

Decision

The service met point 3 of the Standard.

What the team has done well

The panel was impressed that:

• the team has focused on designing a seamless offline to online experience and has tested this with users
• the team has created a data-informed focus on building a service which is optimised for mobile
• the team has ensured that language and labelling is consistent, clear and has/will continue to be tested on a range of users     

What the team needs to explore

Before their next assessment, the team needs to:

• ensure it has adequate ongoing metrics and feedback mechanisms in place to inform design iterations and ensure messaging stays consistent across channels
• understand what content design provision may be needed in Beta. The panel is concerned that UX copywriting and testing skills will be in demand in Beta is there enough content design provision?
• continue to listen to users and understand what other solutions will help to provide joined up experience and provide the right channels to let information be passed on when it is needed. The team has identified that there is a likely need to be able to inform users and organisations when publications could be out of date. GOV notify is a candidate to do this; the service team should explore this avenue also

4. Make the service simple to use 

Decision

The service met point 4 of the Standard.

What the team has done well

The panel was impressed that:

• the team has set a maximum limit to orders of publications. This is a good measure to help both users and the business while keeping sustainability in mind
• the team has primarily used known components and have explored patterns from different government departments where needed
• the team has done good work has been done to understand user behaviours around search and the team have worked admirably to replicate the inherited filter system while taking efforts to make it more accessible and usable in the context of the service
• the team has given equal thought to the internal admin users to ensure that the service can be run efficiently. The service tested well with these users and the interfaces were simple, intuitive and based on known patterns and components

What the team needs to explore

Before their next assessment, the team needs to:

• look to test their candidate service names with real users as early as possible in the next delivery phase. The initial work with stakeholders done in Alpha is encouraging but until the name has been robustly tested with real users it could make the service difficult to find as well as not provide users with the right expectations or contexts when they begin using it. Given the wide variety of expected users and the fact that the information being provided is in a healthcare setting it is important that the service name is validated to promote both good searchability and a positive user experience
• continue to explore and consider the services information architecture and research with users to understand how they navigate or expect to navigate a service like this. In relation to this, look to minimise the size of and need for the filter system as much as possible. It is understandable why work has been done to include and optimise this tool, but filters can become harder to use and less useful as volumes of searches grow; a reduction of the filter’s necessity coupled with broader research and design changes to the primary user journeys should help overall usability as the service scales
• research whether GOV notify could be used to alert users when a publication could be outdated or no longer relevant. This is an interesting approach but needs to be well researched. Users will have different needs, means and capacities as well as structures for communication and receiving communications
• continue to research and consider a user’s need to share content or publications on social media. As the service scales, monitor user feedback around this potential need and relate service ideation to the performance framework to create a provision for emerging user behaviour and success outcomes. A lot of work was covered in Alpha around leaflets and printable documentation; as the service scope covers digital as well it might mean that with more volume comes more occurrences of the need to share in different channels

5. Make sure everyone can use the service    

Decision

The service met point 5 of the Standard.

What the team has done well

The panel was impressed that:

• the team has worked hard to use known patterns and components where possible exploring work from other government departments to help meet user needs
• the team has considered varied user groups and users with different needs early in the process ranging from nurses, members of the public and external health partners as well as printing fulfilment suppliers. The team also considered the use of mobile and considered the effects of digital exclusion and reflected this in their design decisions and service design thinking
• the team has done some initial work with users who have low digital literacy and users with access needs and neurodivergent needs such as those with ADHD 

What the team needs to explore

Before their next assessment, the team needs to:

• conduct usability testing early in the next delivery phase to quickly identify content, interaction or service design challenges and consider how the service may need to iterate, or change based on what is observed. Through seemingly technical challenges there was no usability testing of the actual prototype with users who have varying needs
• continue to test this asset with users who have low digital confidence and access needs while looking to reduce the reliance and the scale of the filter tool. Currently it is one of the primary ways for users to get what they need from the service; monitoring the broader usability of this will help identify how to reduce its importance for users with access needs but in turn will also make the service generally easier and more intuitive to use for everyone
• look to deepen their understand of users with different needs and consider what design or service iterations are needed, the insights around users who have access needs are a good start to the service. Usability testing with the actual prototype or service will be important to support this

6. Have a multidisciplinary team

Decision

The service met point 6 of the Standard.

What the team has done well

The panel was impressed that :

• the team is truly multidisciplinary, has the key roles in place and an experienced internal product lead

What the team needs to explore

Before their next assessment, the team needs to:

• reassess the capacity needed for Beta, given the breadth of validation planned. Specifically:
  • It was unclear what the user research function within the team will look like going forward into private beta. Given the projected plans for user research in the next phase, the panel would suggest that the number of user researchers remains unchanged from the alpha stage, or no less than 2 user researchers
  • The team acknowledged that they need to do usability testing with the actual prototype or service. They also acknowledged that they need to validate the service name with users and potentially iterate it alongside the reduction of the filtering system. There was further talk of research to be conducted with users to see if GOV notify could be used inform organisations of when potential printed publications could be outdated. Given the team design profile is not changing - they should consider how they are going to deliver this, alongside the planned roadmap already scheduled for beta, to ensure they can continue to meet user needs. They should flag the need for more support early with their programme if they see this is a risk
• strike a better balance between internal and external resource. It was noted that the team was largely external consultants, and this would continue into Beta. If this is not currently possible, the panel would expect the team to be able to show how this future service will be operated and iterated in a cost-effective way in future and how the Beta supplier will contribute to the upskilling of the future service team if internal

7. Use agile ways of working

Decision

The service met point 7 of the Standard.

What the team has done well

The panel was impressed that:

• the team showed significant evidence of agile working. Transparency, wide stakeholder and internal user engagement, collaboration and working at pace were all prioritised
• the team ensures everybody is involved in design decision making and user research
• retros were documented and acted on, resulting in efficiency gains      

What the team needs to explore

Before their next assessment, the team needs to:

• be clear in the approach to how user research insights will translate into user stories for development, and provide clear visibility of value
• ensure that although the plans for user research look to be well thought out, that the team is not too rigid with these plans and are prepared to pivot, based on what user research insights come through

8. Iterate and improve frequently

Decision

The service met point 8 of the Standard.

What the team has done well

The panel was impressed that:

• the team plans to expand on personas and journeys in Beta. As phase one has focused on sign posters
• the team has prioritised the build of a working prototype which will enable more insights into interactions and user behaviour to feed iteration   
• the team has shown a focus on tracking users online to offline transitions which are key to this service
• the team has acknowledged the need to reduce filters in future to improve accessibility 

What the team needs to explore

Before their next assessment, the team needs to:

• ensure that the identified performance measures are being used to inform user research, although the plans for private beta look to be well thought out, there should be enough room to pivot based on what data is telling the team
• look to iterate, little and often, reducing the size of the filtering system as they continue to learn more. The team identified that with an improved information architecture and understanding of how users navigate the site and their expectation of how to find relevant publications that this would be beneficial but, if left too long it risks becoming integral to the service when there may be more accessible and intuitive options

9. Create a secure service which protects users’ privacy

Decision

The service met point 9 of the Standard.

What the team has done well

The panel was impressed that:

• the team has designed the solution so that security is applied at all levels, including application, data, and infrastructure
• the team will be using AWS managed services, such as WAF, Advanced Shield, KMS, Secrets Manager, and GuardDuty
• the team has ensured that data will be encrypted in transit using TLS for communication between clients and AWS services. AWS Key Management Service (KMS) will be used to encrypt data at rest.
• the team is looking to implement Azure B2C and are also looking at GOV.UK One Login for Identity and Access Management (IDAM) .
• the team has a process for validating email addresses like nhs.net, gov.uk 

What the team needs to explore

Before their next assessment, the team needs to:

• complete DPIA process for the service
• have an independent PEN test of the beta build 

10. Define what success looks like and publish performance data

Decision

The service met point 10 of the Standard.

What the team has done well

The panel was impressed that:

• the team has good access to data and have the correct digital infrastructures in place to get the data they need
• the team plan to use Google Analytics to help identify potential user paint points looking at metrics such as task completion rates and have the right skillsets in the team to do this
• The team has taken benchmarks of their current KPIs to understand where changes can be compared to a point in time as the service scales

What the team needs to explore

Before their next assessment, the team needs to:

• look to build and implement a performance framework for their service which captures user needs, business needs and the key KPIs which indicate what success looks like for their service and their users
• look to test high priority design hypothesis to meaningfully use data to validate those hypotheses and iterate the service accordingly, after implementing a performance framework. While the team have good access to data, they need to be using that data to inform and measure design, product or design decisions to know if they are continuing to build the right things for their users

11. Choose the right tools and technology

Decision

The service Met point 11 of the Standard.

What the team has done well

The panel was impressed that:

• the team plans to develop and host the new service on the UKHSA AWS tenant
• the team plans to use AWS, Wagtail CMS, and Serverless and Containerization architecture. Tech choices are aligned to UKHSA EA principles, design patterns and ways of working
• the team's chosen tools and technologies are aligned to UKSA tech stack, for example Frontend to be developed using JavaScript SPA Framework, Backend using Python, Databases are PostgreSQL, and File Storage Amazon S3
• the team’s architecture patterns have been reviewed and approved by Technical Architecture Compliance Board (TACB) and Technical Review Board (TRB) 

What the team needs to explore

Before their next assessment, the team needs to:

• consider the use cases for choosing either React.js or Next.js for the Frontend development and to also ensure that it is accessibility compliant. For example, users with limited JavaScript support, such as those using screen readers or environments where JavaScript execution is restricted    

12. Make new source code open

Decision

The service met point 12 of the Standard.

What the team has done well

The panel was impressed that:

• the team plan to publish non-sensitive code on GitHub when they start development in Beta
• the team also plan to publish API endpoints in GitHub  

What the team needs to explore

Before their next assessment, the team needs to:

• ensure that beta code and API endpoints are published to GitHub with a link available to view the repository

13. Use and contribute to open standards, common components and patterns

Decision

The service met point 13 of the Standard.

What the team has done well

The panel was impressed that:

• the team is using common components and patterns including GOV.UK Notify and GOV.UK Design System
• the team is using Open API standards for API development
• the team keeps all architecture artefacts and documentation in Confluence
• the team has ensured designs are aligned to UKHSA EA principles, design patterns and ways of working

14. Operate a reliable service

Decision

The service met point 14 of the Standard.

What the team has done well

The panel was impressed that:

• the team selected AWS services with high availability, scalability and performance such as Fargate, to automatically scales containers based on demand and CloudFront to reduce latency and improve the performance of web applications 
• the team will use Application Load Balancers (ALB) to ensure resilience and to improve fault tolerance and even load distribution
• the team has made sure the service will be developed with primary and standby instances to ensure continuation of service
• the team will be using OpenSearch to monitor system health, troubleshoot issues, and gain data insights
• the team has ensured other routes will be available to access service, such as telephone and email
• the team has identified Performance Analytics KPI’s to be used for beta

What the team needs to explore

Before their next assessment, the team needs to:

• confirm the type of testing done for example, performance, stress or load testing, to ensure the delivery of a robust service especially as volumes are not known 
• explore further the team structure required, see feedback on MDT, to deliver the service ongoingly and reduce the reliance on external contractors to achieve this, if possible.

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