NEWS20 May 2021

Ipsos Mori’s Brown joins NHS Test and Trace

UK – Georgiana Brown, formerly research director of customer experience, qualitative, at Ipsos Mori, has joined the Department of Health and Social Care as insight lead at the NHS Test and Trace service.

Georgiana Brown test and trace_crop

Brown (pictured) joins the insight department at NHS Test and Trace following a secondment from Ipsos Mori.

As insight lead for voice of the customer and brand, she has established a brand perception tracker to monitor public awareness of services and messages, perceptions, attitudes and behaviour.

The programme collects feedback across the user journeys of Test, Trace and Isolate, to understand users’ experience of the service and where differences lie, for example, across regions and demographics, including ethnicity and disability.

The service uses insight to design improvements and encourage greater engagement and compliance.

Brown worked within customer experience at Ipsos Mori for over three years before going on secondment to NHS Test and Trace.