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"Chris brought order to extraordinary complexity. His work reshaped how thousands of staff access information"

Project Overview
 

Imperial College NHS Trust, one of the largest and most complex NHS Trusts in England, needed a modern, intuitive intranet to support over 14,000 staff across hospitals, clinical services, administrative teams, and operational functions.
 

The existing intranet was fragmented, outdated, difficult to navigate, and not equipped to support the pace and complexity of a large healthcare organisation. The Trust required a modern platform that improved staff access to information, clinical resources, communications, and operational tools.

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As Head of Digital Product, I was responsible for shaping and delivering the entire transformation:

  • Led the ideation, strategy, UX, and end-to-end product development for the new intranet

  • Conducted extensive discovery across clinical, operational, and support teams

  • Managed cross-functional teams, vendors, designers, and developers

  • Worked closely with senior leadership, digital, communications, and clinical governance teams

  • Created and presented the business case for board-level funding approval

  • Defined content strategy, governance model, and rollout plan for the entire Trust

  • Ensured accessibility, security, and regulatory compliance

  • Oversaw change management, training, and adoption across hospitals

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Key Deliverables

  • Trust-wide intranet strategy and roadmap

  • Unified IA and design system built around staff needs

  • Fully rebuilt intranet platform (UX, design, and development)

  • Content governance and editorial workflow model

  • Discovery insights and user research repository

  • Board-approved business case and investment plan

  • Change management and rollout programme across all hospitals

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Outcomes

  • Designed an intranet that will save thousands of clinical and operational hours annually through faster access to critical information

  • Eliminated content duplication and outdated systems, generating significant cost avoidance across digital operations

  • Reduced reliance on external content and technical support, saving the Trust substantial annual vendor spend

  • Secured Board approval for investment by demonstrating a business case with clear operational efficiencies and risk reduction

  • Improved staff productivity by reducing search times and simplifying workflows across thousands of employees

  • Enhanced internal communication efficiency, helping departments operate more effectively with lower overhead and wasted effort

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Goals & KPIs

  • Create a single, unified intranet for 14,000+ staff

  • Improve staff access to critical information, clinical tools, and operational resources

  • Reduce search time and page duplication

  • Enhance internal communication and Trust-wide alignment

  • Introduce clear content governance and ownership

  • Deliver a scalable platform for future digital services

  • Achieve Board approval through a clear, ROI-driven business case

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Challenge

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  • Aging, non-scalable intranet with poor usability and fragmented information

  • Thousands of pages of outdated content with no governance or ownership

  • Staff unable to quickly access essential clinical and operational resources

  • Inefficient processes causing delays, duplication, and inconsistent communication

  • Growing expectations for digital experience across clinical, operational, and corporate teams

  • Need for improved internal communication across one of the NHS’s largest workforces

This presented an opportunity to reimagine staff experience, reduce friction, and improve operational efficiency across the Trust.
 

Strategy & Approach
 

1. Trust-wide discovery phase
Engaged with a wide range of staff groups including nurses, consultants, administrative teams, clinical support staff, HR, IT, communications, and operational management. Identified pain points, information gaps, and priority needs.
 

2. Business case creation & board approval
Built a structured business case demonstrating:

  • Efficiency gains

  • Improved clinical and operational workflows

  • Reduced administrative burden

  • Risk reduction

  • Cost savings and future scalability

Presented to the Trust Board and secured funding for the full programme.
 

3. UX & design leadership
Led user research, IA design, wireframing, and prototyping to define a more intuitive structure and user experience.
 

4. Content and governance framework
Introduced ownership models, workflows, and standards to ensure accuracy, compliance, and accountability for thousands of pages.
 

5. Platform build & technical delivery
Directed the development of the new intranet, ensuring accessible, secure, and scalable technology aligned with NHS digital standards.
 

6. Trust-wide rollout strategy
Created an adoption and training plan to support all staff groups at launch, ensuring smooth transition and minimal disruption.
ess case

  • Reduced content duplication and improved operational clarity

  • Enhanced staff access to information and clinical tools

  • Created a modern, intuitive, and accessible digital experience

  • Established governance for sustainable long-term content management

  • Improved internal communications across the Trust

Hi

Get in touch to discuss my experience, past projects, or any new project you’d like to explore.

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