Improving the patient experience
Providence Healthcare is a network of hospitals and clinics on the US West Coast. Each of these hospitals and clinics had their own website that made the customer experience confusing and time consuming. I led the end-to-end design of a unified experience, bringing all hospitals and clinics under the same digital umbrella and offering an optimal experience for the patients providing composite and complete information in a single place.
MY ROLE
UX Research
UX Design
Wireframes
Usability Testing
COMPANY
Providence Healthcare
Understanding the patient mindset
I led multiple brainstorming sessions and conducted patient interviews to understand frustrations with existing websites by stepping into their shoes as they navigate multiple websites to find relevant information. I worked with the team to create personas, empathy maps, mental models and end-to-end user flows to understand the mindset of patients when they visit a hospital website.
Emphasis on providing reliable information, quickly
The flows and pages were designed to ease the patients’ minds. Understanding that a patient would be seeking quick and reliable information, the pages were designed with multiple levels of informations ordered in easy hierarchy to provide all primary and related information in few simple clicks.
Learning from the patients
We performed early usability testing with rough prototypes to test design decisions, page layout and user flows. The idea was to validate our understanding of user behavior and alter designs based on feedback. The testing was largely successful, with only Services pages being considered unimportant and were eventually de-prioritized in the final design.
Designing a singular, empathetic experience
The end product was an integrated website that provided end-to-end information to a patient based on his needs and location with the ability to find hospitals, services and doctors from the vast network as well as schedule appointments -all with a single visit to the website.
Results
~220K
visitors to the website every quarter
3:35 mins
average duration of a patient on the website