overview
Providence Website Consolidation and Redesign
Design phase
Discovery
MY ROLE
Senior User Experience Designer
Team
Product owner, UX Designer, Junior UX Designer, UX Researcher, Head of Digital Marketing, SEO Analyst, Dev Manager, Front End Developer
BUSINESS OBJECTIVE
Simplify the online user experience and gain more authority for Providence digital properties, moving away from a subdomain web framework to a single domain www.Providence.org. The new domain structure enables search engines to better assess content, and thus apply more authority to their web properties. With more authority comes more discovery, and ideally downstream conversions that drive the business.
PROBLEM
User’s come looking for providers, locations, and services but cannot find what they are looking for.
ux approach
Site inventory and audit
Market Analysis
User Interviews
SEO Analysis
Persona
User Journey
Ideate
Wire-flows
Object Oriented UX and Taxonomy
Card sorts & tree testing
Prototype & Test
Round robin testing
User Interviews
Working with the research team we interviewed 30 people about their health needs. Each person interviewed created a map about their personal journeys within healthcare. These journey’s were then consolidated to create high level personas.
MEET DAKOTA
Dakota our persona needs to find care to identify and treat her condition. She would prefer her PCP but would be open to other options if they became available first. She is concerned about extra costs of treatments if they are not needed. Communication is reliant on a physical person answering the phone and is time consuming.
SEO ANALYSIS
ideate: change the design focus.
Identify and optimize the exchange of knowledge to patients so they can achieve their goals in a smart, informed, and empathetic way.
Object oriented UX
What is Object-Oriented UX?
“The philosophy of OOUX is to encourage us as UX Designers to think about our core content as objects, and to think about this before considering any procedural actions. So before we dive straight into technical workflows and think about how the interface will function or appear, we can consider how our users will think about data as objects and align the product with a user’s mental model. Typically, users as humans think about their environment as a system of objects, and so the theory here is that if we consider the content/data within our product/project as objects, we can connect with our users better by providing a user experience that aligns with their mental model.” - Dale Owen
INITIAL CONCEPTS
TAXONOMY testing
Card Sort Results
Tree test results
HI FIDELITY concept DESIGNS
USER TESTING
“I like that I have been given recommendations about where to go. I would feel relieved to see this, and would go see someone.
”
second round testing
Final prototype
