AltaMed
Website Redesign (r1)
Project Scope
Over the process of a year, my role on the project was of UX designer. I worked closely with the senior art director for him to create the designs and with the dev team to bring the site redesign to life.
UX Assignments
- Create a site with mirrored native Spanish translations.
- Create a rich, easy to use information hub for users.
- Fix the Find a Doctor tool.
- Reach more patients within the community.
- Make sure the items mentioned above complied with WCAG 2.
My role and contribution
- Lead UX.
- Stakeholder interviews.
- User journeys.
- Sitemap.
- Wireframes.
- Collaborated closely with the senior art director and development team
- Collaborated with and direct Spanish copywriters.
Overall Process
Over the process of a year, my role on the project was of UX designer. I worked closely with the senior art director for him to create the designs and with the dev team to bring the site redesign to life.
Growing Healthy with the Community
The need for an updated design was straightforward. But, the challenge of a redesign was to portray who AltaMed is, what they do, and to mitigate and reduce calls to their service center. Most calls were regarding finding network doctors, their availability, locating urgent care or clinic near the caller, and getting information about the services AltaMed offered.
Through conversations with the client, I was able to understand the story they wanted to communicate on the site. I realized I had to be specific with the vernacular used because the content was confusing and too technical for some users. I incorporated iconography to guide users, especially for those whose first language was not English. Also, I created a social media promoted content blog repository.
These blog posts highlighted through the site contextually in other pages to engage and direct users to services and enrollment and time sensitive content.
The most important update was to the Find a Doctor tool. The original module displayed all questions in one small container making the fail rate high and didn't garner any results. To improve this experience, the Find a Doctor tool was replaced with a multistep straightforward multistep form with a higher completion rate with results users were interacting with.
When the site was launched, users were taken through simple navigational paths and content using contextual links, design patterns were established for CTAs and interactive content, analytics on mobile visits went from 12% to 65% where users were able to find doctors, urgent care, and other services using the new Find a Doctor tool without having to resort to reach out to the service center.
At the end, I learned how to pose questions to the client better to best organize the site for its diverse audience by building an intuitive site within 508 compliance restrictions. Business requirements changed and with that, structures and interactions which I had to reimagine with the user in mind having to navigate these hurdles. Needless to say, on launch the client was satisfied. Enough to bring us on to maintain and later reiterate the site. There, I got to do the research I needed and fine tune the overall experience.
