Bold Insight, a leader in user experience research, is proud to announce the successful completion and results of its collaboration with Swansea University on a groundbreaking project funded by the NHS Accelerated Access Collaborative (AAC). This project evaluated an AI-based software designed to enhance patient triage processes at general practitioners’ (GP) offices across the UK. 

The AAC grant, initially awarded for an independent evaluation, was amended to include Bold Insight’s expertise, recognizing the critical role of user research in assessing the software’s effectiveness. 

The AI software, which also received separate funding from the AAC, aimed to streamline the triage process by automatically determining whether patients should see a nurse, GP, pharmacist, or another healthcare professional. This recommendation system was designed to assist staff members in making efficient and accurate triage decisions, potentially improving patient outcomes and practice workflow. 

Bold Insight’s involvement focused on conducting comprehensive user research, including a time and motion study, in-depth interviews (IDIs), and ethnographic research. These methodologies provided valuable insights into the experiences and challenges faced by nurse practitioners, GPs, and administrators who manage patient triage. The fieldwork in the UK was crucial in understanding how the AI software integrates into existing workflows and its impact on healthcare professionals. 

“This research highlighted how crucial it is to understand the real-world experiences of healthcare professionals when developing AI tools,” said Martin Porcheron, Senior UX Researcher at Bold Insight. “By listening to their insights, we ensured that AI systems worked efficiently and fit well into their daily routines, ultimately leading to better patient care and outcomes.” 

Through this partnership, Bold Insight, Swansea University, TEC Cymru, and Health Technology Wales evaluated the AI software’s performance, ensuring it met the safety and efficacy standards required for successful deployment in healthcare settings. The collaboration also involved working closely with the technology company behind the software and Deloitte, who partnered on the project. 

This initiative was part of a broader effort by the NHS to explore AI’s potential in healthcare. The evaluation focused not only on the AI system’s clinical outcomes but also on its practical implications for healthcare providers. By combining AI research, quality improvement, and user experience expertise, the team aimed to maximize AI’s benefits while addressing concerns about its rapid advancement and integration into healthcare. 

With the project now concluded, Bold Insight remains committed to advancing the development and evaluation of AI technologies in healthcare. The findings from this project will inform future initiatives, ensuring that AI solutions are both effective and user-friendly. 

For more information about this project and Bold Insight’s role in advancing healthcare technology, reach out to [email protected]. 

About Bold Insight  

Bold Insight is a user experience and human factors research agency that partners with organizations to improve the usability and effectiveness of their products. With expertise in healthcare, technology, and consumer products, Bold Insight provides insights that drive innovation and enhance user satisfaction.