Setting the standard for UK healthcare regulation online
4x
usability uplift from lab testing
2,000+
stakeholders engaged across research programme
300,000+
registered professionals served by the new platform
Industry _
Healthcare and social care regulation industry
Location _
UK
HCPC, the UK’s statutory regulator for 15 health and care professions, set out to build a digital platform matching the standards the organisation holds itself to — serving 300,000+ registered professionals, educators, students, and the public.
Executive summary_
MSQ DX led an 18-month research programme engaging 2,000+ stakeholders, designing and building a regulatory-grade Optimizely platform that achieved a 4x usability uplift measured through lab testing.
The challenge_
Rising digital expectations across a complex and diverse membership base placed increasing pressure on HCPC's existing platform:
Aging technology increasingly difficult to maintain and scale
Navigation and search limiting members' ability to discover the content they needed
Accessibility and mobile standards not met, creating barriers for a diverse audience spanning students, practitioners and the public
Audience experiences were one-size-fits-all rather than tailored to the different needs of each group
HCPC invested in building a digital experience that reflected the quality and professional standards of the organisation behind it.
The Solution_
Grounded in the insight of 2,000+ stakeholders, MSQ DX designed and delivered a regulatory-grade Optimizely platform across two distinct phases:
An 18-month mixed-methods research programme engaging 2,000+ stakeholders across surveys, workshops, interviews and biometrics lab testing to shape every design decision
Tailored user hubs designed for registrants, students and the public, with face-to-face lab testing validating a 4x uplift in usability across participants of varying ages and abilities
A full Optimizely platform build incorporating event registration, community consultation tools and account nurture journeys
Automated integrations connecting the HCPC Professional Register and education databases, eliminating manual data management
WCAG AA compliance and tablet-responsive design ensuring accessibility across every audience group
A platform that strengthens trust, improves accessibility and raises the quality of service for every audience HCPC serves.
The Commercial Impact _
How we made HCPC money
A research-led approach that eliminated guesswork from every design decision, automated integrations removing manual data management, and an improved CMS reducing the time and resource needed to produce and maintain content.
4x
Usability uplift measured through user lab testing during design phase
2,000+
stakeholders engaged across surveys, workshops, interviews and user labs
300,000+
registered professionals served by the new platform
“The team’s project management and quality of client service was outstanding. We’ve never had a digital transformation project go as smoothly. This site has set the standard for all regulation websites.”
Tony Glazier, Digital Communications and Content Lead, HCPC
Tony Glazier, Digital Communications and Content Lead, HCPC