For Patients and Patient & Visitor Resources Pages




 

Project background

We launched a new navigation on uwmedicine.org in April 2025. The new nav changed the IA on our site, now it’s organized by audiences that we serve: patients, doctors and researchers. We need a new patient-focused landing page in the L2 of the nav.

The existing patient resources page was designed 15 years ago, and has a few kew problems: it has old components that have accessibility issues, is missing important info/link, and does not align to other audience-focused page designs.

Challenge and goals

User Intent:

  • Users want readily accessible and practical materials or utilities to accomplish a task, solve a problem, or expand their knowledge in a particular healthcare-related area

User Goals:

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

  • Clear user journeys with minimal clicks to help patients accomplish tasks quickly, meaning less confusion and clicking around the site to find the info they need and overall trust in the digital journey

  • Clean up and focus pathways to subjects most important to patients (i.e. Make an Appointment, Find a Provider, Contact Us) 

Business Goals:

  • Elevate MyChart login and increase usage by 5%


Challenge:

  • Leadership suggests the patient page act as the homepage in the nav



Process and timeline

 
 
 
 

Old design

 

New design

How we developed the new pages



Methods used to collect data

Analyzing the relationship between all three of these areas will guide the first draft of the redesign. User testing will guide the refinement of those initial designs, and stakeholder feedback will guide the 3rd draft of the designs.  

  • Last two years of current Patient Resource page data - SEMRush and GA4

  • SiteImprove data

  • GA4 L2 Homepage nav data

  • Competitor analysis - Mayo Clinic, Cleveland Clinic and Seattle Children’s Hospital

 
 

What’s the purpose of these this project?

One or two pages that act as a central comprehensive resource hub providing patients & visitors helpful educational materials, support guides and documents, downloads, and/or tools and utilities for patients and visitors. These can include resources like billing information, access to medical records, appointment preparation guides, and patient portal information.

Key questions that guided this project:

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. 

  • Which are the essential subjects that need to be linked on this page?  

  • Which subjects are less visible on other top-of-the funnel areas of the site, and need to be highlighted on this page? 

  • Which are the nice-to-have subjects?  

  • Which subjects are visible on other top-of-the funnel pages on .org that do not need to be highlighted on this page? 

  • What do patients expect when they come to this page? 

  • Is there a difference between what current patients and new patients are looking for? 

Assumptions: 

  • Having the For Patients page as the Homepage breaks the interaction design pattern of the L2, therefore may be confusing for users 

  • All the info on the For Patients pg is in the correct place, rather than elevating it in the experience  

  • Condensing the For Patients and Patient Info page will be a better user experience simply because all info will live on one page 

  • Not only patients will be utilizing this page, but also proxy users or others  

  • If we don’t have the For Patients L2 open on the homepage, users might not get to those areas of the site 


What I learned