Empowering Physiotherapy Online

Creating a Functional and Accessible Digital Platform

Clients

University of Central Lancashire

Locations

Lancaster
Manchester

Services

Web Design
Web Development

The Situation

The University of Central Lancashire (UCLan) sought to expand its physiotherapy expertise beyond supporting elite athletes to serving the general public. With a new physiotherapy department opening, they required a digital platform to promote their services, streamline operations, and establish a professional online presence to attract clients nationwide.

Problem

The new department faced significant challenges: it had no existing online presence, making it difficult to reach potential clients. They needed a website that was optimised for search engines to drive visibility, accessible across devices to cater to diverse users, and capable of handling online bookings and payments seamlessly. Ensuring brand alignment with UCLan’s existing identity added another layer of complexity.

Solution

We delivered a fully responsive, accessible website that adhered to UCLan’s branding guidelines. The platform featured a bespoke booking and payment system to simplify client interactions and included an intuitive design optimised for both PCs and tablets. By integrating SEO strategies, we ensured the site was visible to search engines, driving traffic and fostering engagement.

Results

The completed project provided UCLan Physiotherapy Clinic with a professional, user-friendly digital presence. The website achieved first-page rankings on search engines, significantly increasing visibility and client reach. Its cross-device compatibility offered seamless access for a wide audience, while the bespoke booking system improved operational efficiency. The platform’s design successfully aligned with UCLan’s brand, creating a cohesive and trusted user experience.

Visit The UCLan Website

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Goals

Establish a Digital Presence – Create a professional and accessible online platform to promote UCLan’s new physiotherapy department and its services to a nationwide audience.
Drive Client Engagement – Develop a user-friendly website optimised for search engines, ensuring high visibility and encouraging potential clients to explore and book services.
Streamline Operations – Integrate a bespoke booking and payment system to simplify client interactions and enhance operational efficiency for the physiotherapy clinic.
Maintain Brand Consistency – Ensure the website aligns seamlessly with UCLan’s established brand identity, reinforcing trust and professionalism across all user touch-points.
Support Accessibility – Design a responsive and accessible platform compatible with both high-end PCs and lower-resolution tablets, ensuring inclusivity for all users.

Target audience

A successful UX/UI design and digital strategy for UCLan Physiotherapy Clinic relies on a deep understanding of its diverse client base and their unique needs.

Understanding Our Audience: A Strategic Approach

Addressing the Needs of a Diverse Client Base - UCLan Physiotherapy Clinic’s audience spans a wide range of users, from elite athletes seeking cutting-edge rehabilitation services to members of the general public in need of trusted physiotherapy care. This diverse demographic required a digital solution that caters to varying levels of technical proficiency while providing comprehensive information about services and booking options. By prioritising inclusivity, we ensured the platform met the needs of all users effectively.
Creating a Seamless Digital Experience – Understanding the expectations and behaviours of UCLan’s audience was key to delivering an intuitive digital experience. The responsive design ensures accessibility across devices, allowing users to book appointments, process payments, and explore services effortlessly on both desktop and mobile. This streamlined experience enhances convenience and engagement for all visitors.
Communicating Trust and Expertise – The website’s content strategy emphasises UCLan Physiotherapy Clinic’s credibility and proven track record in sports rehabilitation and physiotherapy. Clear, accessible messaging highlights their expertise and services, instilling confidence in both new and returning clients. The integration of university branding further reinforces trust and professionalism.
Positioning for Growth and Community Impact - By meeting the needs of its varied audience, the new platform positions UCLan Physiotherapy Clinic as a leader in its field. The website not only increases accessibility for local and national clients but also enhances the clinic’s visibility and appeal, fostering community engagement and long-term growth.

	Clinic Management	University Leadership	Patients	IT & Technical Team
Situation	Overseeing the clinic’s operations and ensuring effective service delivery.	Supporting the clinic as a key part of UCLan’s sports and medical research initiatives.	Seeking accessible, expert physiotherapy services for rehabilitation and recovery.	Maintaining the website and ensuring ongoing functionality and security.
Challenges	Managing staff schedules, overseeing bookings, and maintaining patient satisfaction.	Ensuring alignment with university goals and maintaining the clinic’s reputation.	Navigating the booking system, understanding services, and managing payment processes.	Dealing with complex integrations, system updates, and addressing any technical issues quickly.
Goals	Ensure smooth operations, increased bookings, and consistent service quality.	Promote the clinic’s role as a leader in sports physiotherapy and community health.	Easily find and book suitable treatments while trusting the clinic’s expertise.	Ensure website stability, security, and seamless user experience.
Objections	Concern about potential technical issues disrupting clinic operations.	Worried about excessive costs or complexity in maintaining the platform.	Fear of difficulty in using the booking system or unclear service information.	Concern about overcomplicated designs that could hinder efficient maintenance.
Values	Values efficiency, reliability, and positive patient experiences.	Values brand alignment, innovation, and the clinic’s contributions to the university’s prestige.	Values convenience, transparency, and professional care.	Values scalability, security, and ease of management.

Empathy Maps

Clinic Management

“We need a reliable system to handle bookings seamlessly.”

Coordinates staff, monitors bookings, and ensures smooth daily operations.

“How can we improve patient satisfaction and streamline processes?”

Stressed about operational hiccups but motivated by patient success stories.

University Leadership

“This clinic represents the university’s commitment to innovation and community health.”

Oversees strategic initiatives and ensures alignment with institutional goals.

“Will this investment enhance the university’s reputation and deliver value?”

Proud of the clinic’s potential but cautious about resource allocation and ROI.

Patients

“I want an easy way to book and understand what’s available.”

Searches for treatments, books appointments, and pays for services.

“Will this treatment help me recover quickly and effectively?”

Hopeful about recovery but apprehensive about costs or process difficulties.

IT & Technical Team

“We need a system that’s secure and easy to maintain.”

Monitors system performance, troubleshoots issues, and implements updates.

“How can we ensure maximum uptime and security without overcomplicating?”

Concerned about workload but motivated by delivering a flawless experience.

Key Takeaways

The UCLan Physiotherapy Clinic project was a success due to its focus on providing a user-friendly, secure, and scalable digital solution. By developing a responsive website that was optimised for both desktop and tablet users, the clinic was able to enhance its visibility and attract patients nationwide. The integration of a bespoke booking and payment system streamlined the clinic’s operations, ensuring a seamless experience for both patients and staff. With a strong emphasis on accessibility, SEO optimisation, and brand cohesion, the project not only fulfilled immediate goals but also set the stage for future growth, positioning the clinic for continued success.

Boosting Operational Efficiency

The project successfully addressed the clinic’s need for streamlined operations, introducing a responsive website and a bespoke booking system. This ensured smoother workflows, improved patient satisfaction, and better management of resources.

Enhanced User Experience

By creating a cross-device compatible and accessible platform, the project prioritised user needs. Patients, staff, and stakeholders benefit from an intuitive and seamless digital journey, ensuring ease of navigation and interaction.

Brand Cohesion and Visibility

The website aligns with UCLan’s broader branding, reinforcing its professional image while establishing a unique identity for the Physiotherapy Clinic. Strong SEO practices also helped the clinic gain visibility, attracting patients locally and nationwide.

Foundations for Growth

The project provided a scalable, reliable, and secure digital solution that supports future expansion. With these systems in place, the clinic is well-positioned to extend its reach and deliver exceptional care to a growing audience.