Case Study

Luton and Dunstable Hospital NHS

Luton and Dunstable Hospital NHS

Website design and development

You receive a great experience when you attend L&D in person, now it’s the same when you visit their new website.

The Luton and Dunstable University Hospital is a medium-size, general hospital run by the National Health Service in Luton, Bedfordshire.


Luton and Dunstable University Hospital’s (L&D) website was failing to meet needs of its users; it looked dated, was challenging to navigate and made finding information difficult.

Additionally, the content management system (CMS) used to build the site failed to meet the needs of the communications team resulting in difficulty when auditing content and making simple updates.

Phew Internet’s objective was to create a website that:

  • meets the visual and functional expectations of L&D’s stakeholder audiences
  • provides clear and signposted access to information
  • is built on a CMS platform that allows the internal communications team to add and update content easily and efficiently.

The Solution


We took a strategic approach to redesigning the website, completing a benchmarking audit before any design or development work began.

By completing the audit, we were able to analyse usage statistics from the existing site and identify the needs of each of L&D’s stakeholder groups. We then combined this with our knowledge of digital marketing in the health sector to create a results driven strategy.

The findings of the audit were fed into each element of the solution, enabling us to deliver a website that meets the information and usability needs of visitors and fits into L&D’s digital strategy.


We implemented clear signposting to direct people quickly to their area of interest, such as ‘How to get here’ and ‘Working here’.

With the structure of the site agreed we then focused on its visual appearance. It had to reflect L&D’s brand and, importantly, provide a clear, coherent and consistent layout for ease of use.

A key objective for the project was to improve and simplify how users navigate around the site and to ensure that the ‘next step’ is always apparent. We achieved this by studying existing visitor navigation through Google Analytics as well as speaking with target users.

This insight allowed us to plan content placement, signposting and user journeys that mapped onto the defined needs of real users.

Content Management System (CMS)
Selecting the right CMS was a key requirement for L&D. After detailed consideration the decision was made to partner with EIBS to use their Easysite CMS platform. Easysite provides the required functionality combined with ease of use, it is also tried and tested within the NHS.

The findings from our initial audit highlighted that a significant number of stakeholders used smart phones and tablet devices to access the site. We also identified that mobile browsers tended to search different information from those searching on desktop PCs. This information enabled us to design an information presentation approach that delivers the optimum experience for all visitors.

We tailored the content that was most valuable to mobile users accordingly to achieve the best delivery. For example, ‘Visiting times’ is one of the most popular mobile pages and important to be easy to get to for people on the move.


This was a great website to work on, one of our favourite parts of the project was the initial audit, we gained some very interesting insights during that process. We look forward to working with L&D in the future on further projects.