Business Goal: Create an experience that enables potential patients to easily explore locations, choose one that meets personal selection criteria and make an appointment or contact the location.
User story: As a potential patient of UW Medicine, I would like to 1) easily search for and choose a location close to me that meets my needs, 2) quickly vet the breadth and availability of services offered and 3) view contact information readily, so that I can call the location to ask a question or efficiently make an appointment.
Context: When users come to UW Medicine location search, they are activating the tag positive neural network and thus in a task positive mind set. They have very specific questions such as:
Is it close to me?
Are the services I need offered?
What do I do next?
How can I get this done quickly?
These guiding questions were compiled from preliminary user interviews around information seeking behavior completed in February.
My impact: I served as the sole UX/UI resource tasked with designing a flexible search results system.
Generative user testing (via UserTesting.com) to determine content/UX elements of the location cards
Evaluative user testing of the search form and results display
High-fidelity UI design
Participation in all Agile ceremonies as an embedded member of the development team
UX/UI review before code release
Redesigned elements of the experience included:
Top search input form
Incorporation of a ‘Use my location’ interaction option
Responsive, deep preview card results that surface the ability to virtually “Get in line” for urgent care
How can we make the interface more useful by prioritizing the information users seek and providing a deep preview about a particular location?
How could we make the interface more actionable by providing opportunities for user to not only find information they seek, but appoint and act on it?
How can we reduce the visual clutter and make the information more scannable?
Key design considerations:
Creating a snapshot that would provide utility and value to potential patients, so they aren’t forced to click through to a location result page to view the information they need (Reduce click cost)
Balancing the representative of scannable content/options with brevity
Building a cohesive experience while surfacing information of varying lengths/detail
See interaction screens below.