IFB Gaming: Our vision for inclusive NHS digital access
- Borough: London-wide
- Organisation: IFB Gaming
- Topics: digital access, health and wellbeing, technology
Who we are
Imagine a world where every click, swipe, scan or tap brings healthcare closer to every corner of England. For some, this is a reality; for others, it’s a daily struggle. Yet, for many, barriers persist.
Language barriers, digital exclusion and poverty mean these essential services remain out of reach for some of London’s most vulnerable communities. The question is: how do we ensure everyone benefits?
Healthcare has not been the same since the pandemic
However, the NHS app and website have served as lifelines for millions, offering everything from booking GP appointments to accessing medical records.
I am proud to lead IFB Gaming to work in partnership with NHS Digital’s User Research team to ensure the NHS app and website are accessible, usable, and relatable to everyone—regardless of their background, culture, language, or abilities.
Playing this video will set cookies from YouTube/Google
The mission
IFB Gaming believes that, in a connected city like London, healthcare should never hinge on one’s tech skills or language fluency or proficiency, or accessibility. So, when we saw the invitation through the National Digital Inclusion Network—another good reason to join the network in London—we were elated!
The approach
Participants from underserved communities were invited to engage with digital platforms, offering invaluable feedback on usability, language preferences, and cultural relatability. This initiative aimed to ensure accessibility and inclusivity for all Londoners.
As part of the research, we explored people’s attitudes, beliefs, and experiences of coronavirus testing and its wider impact. We examined views on regular testing without symptoms and the barriers to accessing these essential services. All usability tests were conducted virtually via Microsoft Teams, enabling a safe and efficient way to gather feedback while reaching participants across various communities.
The result? Tailored improvements such as multilingual support, clearer navigation paths, and accessibility. These enhancements make the NHS app and website not just functional but welcoming.
The impact of our work
The partnership has already seen transformative results:
- The NHS App now has 33.6 million registered users.
- A 32% increase in app engagement among non-native English speakers.
- Increased engagement with the voluntary sector and community organisations.
- Improved trust and confidence in digital healthcare among marginalised groups.
Download a summary of this work:
The changes we would like to see
IFB Gaming’s work underscores the critical need for inclusive digital design in public services. To build on these achievements, policymakers should aim to:
-
Prioritise universal design: Ensure all digital services are accessible to individuals with diverse needs from inception.
-
Invest in digital inclusion programmes: Empower communities and the voluntary sector with funds and skills to support holistic human-focused healthcare design.
- Involve marginalised voices: Engage underserved groups in the design and testing phases of digital initiatives.
For us at IFB, the journey doesn’t end here. “Health is a universal right”, “Our job is to ensure technology enables it, not limit it.” Through collaboration, innovation, and a relentless focus on inclusion and user-centred (human-focused) design, London will be the gold standard for public service technology.
Find out more
Get in touch
If you have any questions about IFB Gaming, you can get in touch at [email protected].
Need a document on this page in an accessible format?
If you use assistive technology (such as a screen reader) and need a version of a PDF or other document on this page in a more accessible format, please get in touch via our online form and tell us which format you need.
It will also help us if you tell us which assistive technology you use. We’ll consider your request and get back to you in 5 working days.