Applying User-Centered Design Methods to Improve Perceived Usability of the NHS App

The National Health Service (NHS) app was developed to assist millions of people in accessing information about their health and treatment, as well as NHS services in the United Kingdom. However, like most mHealth apps, the NHS app faces various issues, including low task completion rates and poor usability. User-centered design has proven to be a successful approach for identifying requirements across diverse user groups and incorporating them into the development of information and communication technology systems, while enhancing clinical system accessibility and satisfaction. This study aims to investigate the reasons for the low adoption rate of the NHS app. We identify areas for improvement and demonstrate how User-Centred Design (UCD) methodology can be applied to create a more user-friendly app that meets user needs. To achieve this objective, a mixed-methods approach comprising semi-structured interviews and usability testing was adopted for data collection _(N=25)_. Participants in the study were between the ages of 20 and 80, living in the United Kingdom. The findings of the semi-structured interviews revealed a significant gap between the features the NHS app provides and what users require. Results also indicate that many users experience dissatisfaction with the app, contributing to its low adoption rate. Based on these findings, wireframes were designed, and the redesigned solution was then evaluated using a think-aloud method and a questionnaire. The usability test results showed that applying UCD methodology to develop products increases user satisfaction and improves user experience.