Patient & Visitor Resources Pages

Audiences for the page(s):

• Current patients

• Prospective patients

• Proxy users

Challenges:

• The current Patient Resources page is cluttered with 32 links/CTAs to other pages. We don’t currently know which links/CTAs have the highest/lowest click rate, and therefore the subjects that patients are coming to this page to find.

• Leadership wanted all patient and visitor information on one page, instead of split into two

• Leadership wanted the For Patients page as the Homepage, which would break the interaction design pattern of the L2 navigation, therefore may be confusing for users 

Goals

User goals:

• Clear language and pathways to subjects most important to patients (i.e. make an appointment, find a provider, estimate costs) 

Business goals:

• Elevate MyChart login and About MyChart page, increase logins by 5% (new and current patients)

• Ensure visibility of high priority areas, medical specialties and urgent care

• Make patient forms easily accessible i.e. Notice of Privacy Practices

• Ensure that we cater to both new and existing patients

UX goals:

• Through data collection and analysis, understand the search keywords that lead patients to this page and top patient-related subjects/clicks across the site

• Implement semantic hierarchy, prioritizing top patient subjects/actions at the top of the page

• Clear user journeys with minimal clicks to help patients accomplish tasks or expand their knowledge in a particular healthcare-related area

• Through user testing, understand what patients expect to see, and if a one page or two-page experience is preferred. Identify priority subjects and secondary subjects.

• Change the buttons on the page to links

Personal goal:

• Experiment with ChatGPT to speed up user testing data analysis and any other tasks that it seems appropriate

Process

Old design

Note: The For Patients page was an entirely new page, but the Patient Resources page was a redesign project

New design

• Mobile prototype

• Desktop prototype

How we developed the new design

Data insights

Learn more about data analysis and insights

User testing insights

Test logistics​

• Usertesting.com

• Unmoderated​ preference test

• Mobile and desktop designs​

• 8 users​

  • 4 native English speakers ​

  • 4 non-native English speakers

Test insights

A two-page design is more inclusive

62% of users preferred the two-page design

• 60% of those users were non-native English speakers​

Why users like it better

• Less scrolling​

• More descriptive text that set accurate expectations​

• The main section page had more important info for all patients, while the L2 page had less critical info

• Clear topic headers and more descriptive text helped orient them​

Using AI to speed up user testing analysis

• Used ChatGPT to analyze user test results - cut down what typically takes 3 - 4 days only one day

Learn more about user testing

Content outline, design iterations & stakeholder feedback

Developing the content outline using ChatGPT:

• I entered the top patient topics discovered in the data analysis phase and during user testing into ChatGPT and prompted it to create a content hierarchy

• After entering a few more prompts that requested topic headers and hierarchy, I had a solid draft of the content outline with strong web page semantics to ensure accessibility, SEO and readability

After numerous iterations and receiving key stakeholder feedback:

• I lead the presentation of the final design and working with the designer, added in design rationale next to ea

• Add key stakeholder feedback