Public Health Wales (PHW) approached us as they wanted to improve their new sexual health ‘Test and Post’ service. The service allows people to test for sexually transmitted infections at home, post the sample, and be contacted with their results by text message or telephone. PHW wanted to ensure that people had the information they needed to successfully carry out a test. As part of the process, people had to use a swab and/or carry out a dried blood spot test. From PHW’s research, people had expressed a preference for clear video instructions. This is where we got involved.
Whilst for medical professionals, the process of taking a test seemed simple; existing written instructions were missing several steps and people found the process confusing. We worked with PHW and people to develop a new set of instructions and guidance. We took time to understand the process thoroughly, assess potential areas of failure, and understand what video and audio prompts were most effective. Due to the sensitive nature of the content, animation format was chosen with a mix of audio and text to reinforce clarity and accessibility of the information as it is crucial that the instruction is understood to increase the likelihood of a valid sample being taken.
ProMo produced animated instructional videos for rectal, vaginal and throat swabs and the dried blood spot test. Two versions of each video were created – in Welsh and English. Because we work bi-lingually, we ensured Welsh language considerations shaped the design of the animation and were not an afterthought.
We used a step by step approach in the animations to keep thing simple. The test instructions were divided into 6 sections. These sections were assisted by labels, with different colours throughout the video. This made it easier for the audience to rewatch and group information. To help people concentrate on the instructions, we used well-paced natural speech and an enthusiastic tone of voice.
After watching a video, people tend to retain 95% of the message compared to 10% when reading text. The format lends itself well when explaining processes and procedures.
The videos can be re-watched and accessed from anywhere at any time from a computer, smartphone or a tablet.
Use of video in giving information benefits not only the viewers but also service providers as it can lessen the chance of error, boost user satisfaction and increase the use of the service.
A trial of the new ‘test and post’ service is currently underway, and we’ve received excellent feedback on the videos.
If you would you like us to help make information on your service more accessible and easy to understand then get in touch with firstname.lastname@example.org
If you would like to access the ‘test and post’ service, then please visit Frisky Wales