This research report presents inclusive user research conducted in partnership with NHS Digital and community groups to understand people’s experiences of COVID-19 testing and engagement with the NHS Test and Trace service in England. The study involved qualitative interviews with participants recruited through community organisations to explore attitudes, beliefs, lived challenges, and barriers to accessing testing services, including regular asymptomatic testing.

The research highlights the diversity of views across demographic groups (age, ethnicity, income, language background) and reveals how knowledge gaps, access issues, language barriers, fears around health and safety, and complexity of information affected participation in testing. It also examines how people received and interpreted health information, where they encountered challenges online, and how community support influenced participation.

Key insights include:

• different levels of awareness and understanding about COVID testing and Test & Trace
• barriers related to digital access, language, and health-related fears
• how community networks and trusted intermediaries aided inclusion
• implications for more accessible public health information and service design

This evidence-led report informs future practices in inclusive health-related digital services and reinforces the importance of community-centred research methodologies for equitable public health delivery.

Citation

Adewole, J., Willacy, N., Collins, L., Piper, M. and Valentine, K. (2021) Test and Trace Inclusive Research (March 2021). NHS Digital & IFB Gaming.