What We Learned When Digital Developers
Met Real People

Recently at Saltley Medical Centre, we ran another of our Digital Health Days—bringing together community members, NHS staff, and our team at Smartlyte to explore how people actually use (or struggle to use) digital health tools like the NHS App.

Among our visitors was Tamara, a digital developer from the NHS team based in Leeds. She usually works on the NHS website, but joined us in Birmingham to see first-hand how everyday people interact with the technology her team helps build.

She was met with real stories, real confusion, and real breakthroughs.

It might sound like a simple question. But for many people we support, it’s not. Navigating an app—especially one that holds your medical information—can feel overwhelming. You tap something by mistake, and suddenly you’re lost. Verification codes arrive by text or email, but then switching between apps becomes a whole new hurdle.

Tamara shared something that really stayed with us:

That hit hard. Because that’s the heart of why we do what we do. Digital health tools are only as good as the people who can use them. And right now, far too many people can’t.

When Technology Needs a Translator

Digital tools aren’t bad. In fact, they’re powerful. But they don’t always meet people where they are. That’s where we step in.

At Smartlyte, we act as the bridge—translating confusing tech into simple steps, offeringpatient support, and making sure no one feels stupid for asking questions. We bring warmth, humour, and cultural understanding into spaces that are often cold and clinical.

And you know what? It makes a difference.

Tamara didn’t just observe. She scribbled pages of notes. She listened. She saw the frustration, but also the joy when someone finally got it. She’s taking those insights back to her team and presenting them at a national forum. She’s helping shift how digital health is designed.

That’s how change happens—from real conversations, not just code.

An Open Invitation

As Tamara left, we asked if she’d come again.

“Absolutely. Anytime.”

These sessions remind us that we’re not just delivering digital skills—we’re sparking change. For the people in the room. For the systems beyond it.