Redesigning the sight loss pathway for better patient experiences

RNIB

Eye Care Support Pathway

A multi-stage, collaborative redesign of RNIB’s sight loss pathway and a digital support tool to improve care experiences for people losing or living without vision.

The Challenge

Fragmented pathways failing patients with sight loss

People experiencing sight loss often navigate a fragmented system, with inconsistent support across NHS services, local authorities and charities. RNIB needed a clearer, more supportive journey from diagnosis onward.

The Solution

Human-centered redesign of sight loss care

We worked closely with RNIB, patients, Eye Clinic Liaison Officers, and support organizations to co-create a new pathway and digital tool, improving access to timely, personalized support.

The Execution

We ran in-depth research with patients and stakeholders through diary studies, interviews, and co-design workshops. Journey and service mapping revealed key pain points in clinic interactions and follow-up care.

Using speculative design and storytelling techniques, we visualised and refined new touchpoints across the care journey. These were brought to life through a mid- to high-fidelity digital prototype, supporting user testing and internal buy-in at RNIB.

The impact

A co-designed, validated support pathway with real-world potential

The new service and tool prototype reshapes how patients experience sight loss care, enhancing clinic interactions and ensuring emotional and practical support is easier to access.

“The Eye Care Support Pathway puts the person at the centre of their eye care and sight loss journey. When the ECSP is implemented, we must seize the opportunity to truly transform services, empower patients and improve outcomes.”

Louisa Wickham

National Clinical Director for Eye care

NHS England

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