Chesapeake Regional
Revitalizing Healthcare Accessibility: Chesapeake Regional's Simplified 'Find A Doctor' Online Experience Redesign.
Overview
Chesapeake Regional Healthcare required a comprehensive redesign of their website, with a specific focus on enhancing the ‘Find A Doctor’ (FAD) functionality. The goal was to transform a complicated and overwhelming tool into a user-friendly, efficient, and engaging experience for patients seeking healthcare providers.
The main challenge was to address the usability issues presented by the existing FAD tool. It was complex, non-intuitive, and did not meet the needs of users who often felt lost within the system.
Challenge
The intent was to improve user satisfaction and engagement through a streamlined design that would facilitate an easier doctor search process.
Objective
UX Researcher
Conducted comprehensive user interviews to identify challenges and needs. Performed usability testing to guide design enhancements.
My Role
Project Lead
Managed the project timeline and ensured all milestones were met. Oversaw the design and development teams to maintain project alignment.
Design Strategist
Crafted user personas and journey maps to underpin the design process. Defined the design language and style guide for consistency across the platform.
Information Architect
Restructured the website's sitemap for improved user navigation. Simplified the information hierarchy to enhance the user experience.
Data Analyst
Analyzed user interaction data to refine and optimize the FAD tool. Leveraged data to improve conversion rates and streamline the user flow.
Team Coordinator
Orchestrated daily stand-ups to ensure team communication and project cohesion. Coordinated with stakeholders to align project objectives with business goals.
Process - User Research
Conducted interviews to understand user pain points with the current FAD tool.
Developed two style tile options in Adobe Illustrator and Photoshop, leading to a choice that emphasized friendliness and warmth. Constructed wireframes in Sketch and transformed them into interactive prototypes using InVision for stakeholder review. Finalized the UI comps in Sketch.
Process - UI Design
Old Design
Old Chesapeake Regional Healthcare FAD tool design. Desktop and mobile view.
Provided a blueprint for the redesigned FAD feature and allowed for testing and feedback on the user flow and interaction.
Process - UX Design
The last stage of design, where all elements came together to form the final user interface, ready for development.
Process - Final Compositions
The redesigned FAD tool was met with positive feedback from users, showcasing a marked improvement in usability and satisfaction. The provider page was revamped to prioritize essential information, such as insurance and doctor details, and incorporated features to accommodate additional content like reviews and multimedia, which were essential for patient engagement.
Results