Engagement
NHS Business Services Authority — Directly Chargeable Cost Recovery
CompletedDiscovery
I led a Discovery as Design Lead for NHSBSA's Directly Chargeable Cost Recovery service, directing a multidisciplinary team to define the problem space, develop the service proposition, and establish a clear roadmap into Alpha.
Engagement objective
The Directly Chargeable Cost Recovery project focused on improving how NHSBSA identifies, manages, and recovers costs for patients not entitled to free NHS care. The Discovery phase explored the wider ecosystem of cost recovery services to define the problem space, uncover inefficiencies, and identify opportunities for improvement — spanning front-line case handling, back-office debt recovery, and policy interfaces.
What I set out to do
- Led the framing of the core problem through workshops and synthesis sessions, ensuring shared understanding across researchers, business analysts, service designers, and technical specialists.
- Applied a user-research lens to explore the full service ecosystem, from front-line case handling to back-office debt recovery and policy interfaces.
- Co-created a future service vision grounded in evidence and feasibility, aligning with NHSBSA's digital transformation goals.
- Defined the Alpha delivery plan and prioritised areas for prototyping and testing.
What the work produced
- Delivered a clear, evidence-based problem definition for NHS cost recovery services.
- Produced a service proposition ready for Alpha development, validated through user and stakeholder research.
- Strengthened cross-functional collaboration and established a shared service vision across disciplines.
- Secured approval to progress into Alpha, where solutions will be tested with real users.
Service disciplines involved
Design LeadershipService DesignResearch and InsightWorkshop Facilitation