Service Design Strategy – Project Management and Service Delivery
DX Plasma Blog
DX Plasma Blog
Leveraging data insights to drive rationales and action mission-critical improvements
About
Engagement
I joined the Donor Experience team, providing design consultancy and business-critical support during plasma clinical trials for COVID-19 patient convalescence. My efforts centred on resolving service friction to drive performance improvements and mapping the end-to-end experience to highlight both tactical and strategic opportunities.
Strategy
After the UK government lifted the ban on plasma manufacturing, I helped plan, manage, and launch a new public-facing service to collect plasma donations. This service supports the production of life-saving medicines for ongoing NHS patient care.
Methodology
-
I worked independently across teams, creating service artefacts that mapped the entire legacy ecosystem, including users, processes, and technology across channels and touchpoints. This helped highlight pain points, engage audiences, and prioritise improvements. By collaborating with directorate teams, I supported better decision-making, clarified requirements, aligned expectations, and ensured progress.
-
Developed service implementation approaches with supporting rationale and complexity ratings. The first approach explored integration with the existing blood donor service and systems, leveraging legacy infrastructure. The second proposed establishing a new, operationally independent service, akin to a start-up, to provide a fresh, agile solution.