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This post shares what we have learnt about one of our initial assumptions: 'people are confident in doing the test at home with little or no human support'.

From the beginning of our clinic waiting room user journey consultations, it was obvious that some people did not feel confident about being able to do the test properly themselves and felt they would need some extra support. Some assumed help would be available online from SH24, others shared they would ask a friend and many said their natural response would be to 'Google it'.

From these discussions it became clear that there was a demand for high quality credible information on the SH24 website. Many agreed the instructions in the kit should be visual but also have a link to extra information and support online.

Another popular suggestion was to give the option to view a video tutorial for doing the test when an order is placed, some users expressed this would help them feel ready and know what to expect, whereas a few people said they would not want to see anything till it arrived.

After speaking with 100 people, over six weeks, across the two clinics; a co-designed solution for the issue of lack of confidence about doing the test at home was formed. Everyone we spoke to after those ideas were added to the journey map said they would be happy to do the test themselves.


We also held a focus group to delve deeper, hoping to better understand the attitudes, opinions, queries, concerns and motivations of potential users. We had examples of testing kits and got feedback on what instructions would be most helpful. There was a clear desire for reassurance: people want to know that they are doing the test right. A few users also said they would like the option to speak to someone either on the phone of through online chat.

Our online survey of 90+ people taught us that 80% of users would be happy to do the test at home if it came with instructions, 18% said only if there was extra information and visual instructions online (leaving only 2% of people unwilling to test themselves).

Therefore we no know that: people think they would be confident in doing the test at home with little or no human support, and they know that the support is available if they need it.