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The current NHS Jobs website is nearing its end of life. The Department of Health (DH) commissioned dxw to complete a discovery on a new recruitment service. Working with a team at DH and the NHS, dxw drew up a roadmap for discovery that set out the major themes and questions for user research.

dxw’s researchers organised and delivered a series of interviews with candidates and recruitment teams in trusts to understand the needs they all have of NHS recruitment. From these in-depth interviews, we drew a map of user journeys and their different needs at the various stages of recruitment.

Most NHS staff will interact with NHS Jobs at some point in their careers, either as candidates or recruiters. Our discovery highlighted the emotional side of recruitment and showed just how much friction a service designed around user needs could remove.

We took the user stories and journey maps and were able to create some early prototypes to show how we could make the recruitment journey easier for candidates and recruiters alike. We also demonstrated how speeding up the process could save the NHS many millions of pounds per year in agency and locum fees.