S1 Entitlement

Overview

The S1 entitlement allows UK pensioners and their dependants to access healthcare in EU countries, with the UK government covering treatment costs. However, the previous application process was manual and time-consuming—requiring users to apply by phone, submit documents by post, and wait for confirmation.

My role was to design a digital service that would streamline this process, making it easier for users to apply for and access their S1 certificate online, and reducing administrative burden on the NHS.

In addition, I designed a journey for internal Cost Recovery teams to log and reclaim NHS treatment costs for EU citizens receiving care in the UK.

What was delivered

During discovery, I worked with a Business Analyst to map the current offline process and capture all caseworker interactions. This informed a detailed service design blueprint that structured the new digital journey, ensuring consistency with existing admin workflows.

I then designed and prototyped three linked services using the GOV.UK Design System:

1. S1 application – a guided, eligibility-based journey to apply for S1 certification
2. Evidence upload – allowing users to submit supporting documents
3. Certificate download – enabling successful applicants to access their S1 digitally

I also developed an internal cost recovery flow, enabling NHS staff to record medical expenses for EU visitors—helping to reclaim funds from EU member states.

All services were tested with UK pensioners. Insights from usability testing led to several content and interaction improvements before final delivery.

Deliverables included

• Service design blueprint mapping the full S1 entitlement process
• Problem framing workshops to align stakeholders and define user needs
• Interactive prototypes for S1 application, document upload, and certificate download
• Internal cost recovery journey for NHS staff