Redesigning the Digital Experience for Agency Nurses
Client: Thornbury Nursing Services
The Challenge
Thornbury Nursing Services is one of the UK's leading nursing agencies, but its digital experience had fallen behind both user expectations and the wider recruitment market. Nurses were navigating a fragmented mix of websites, applications and manual processes that created unnecessary friction throughout their journey.
The organisation wanted to move beyond simply improving the interface. Its ambition was to create a personalised digital experience that would increase nurse engagement, improve shift fulfilment and strengthen long-term relationships with its workforce.
The Approach
The project began with discovery rather than design.
Working closely with product owners, developers and stakeholders, we combined analytics, stakeholder workshops and extensive user research to understand the challenges nurses experienced before, during and after every shift.
The work included:
- Auditing the existing digital experience using analytics and behavioural data.
- Creating personas and mapping the complete nurse journey through diary studies and interviews.
- Identifying emotional pain points and opportunities across the recruitment and shift lifecycle.
- Facilitating ideation workshops that generated more than 70 service improvement ideas.
- Developing a set of strategic design principles to guide future product decisions.
- Designing and testing mobile-first concepts before producing developer-ready prototypes and implementation guidance.
Rather than focusing on isolated screens, the project created a strategic roadmap that aligned user needs with business objectives and established clear priorities for future development.
The Outcome
The redesigned platform successfully launched, delivering a more intuitive and engaging experience for agency nurses while supporting Thornbury's wider recruitment strategy.
The project delivered:
- A successful implementation of the new digital experience and brand.
- A significant increase in nurses accepting available shifts.
- Positive feedback from users and stakeholders following launch.
- A stronger digital platform capable of supporting future service improvements.
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