Patient & Visitor Resources Pages

Audiences for the page(s):

• Current patients

• Prospective patients

• Visitors

• Proxy users

Challenges:

• The current Patient Resources page is cluttered with 32 links/CTAs to other pages. We don’t currently know the top subjects patients are coming to uwmedicine.org or this page to find.

• Leadership wanted us to create one new page with all patient and visitor information (opposed to two pages) to consolidate content.

• Leadership wanted the new Patient Resources page as the Homepage in the nav, which would break the interaction design pattern of the L1 and L2 navigation.

Goals

Business goals:

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

• Ensure visibility of high priority areas like 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 to attract new patients and retain current ones

UX goals:

• Clear language and pathways to subjects most important to patients and visitors

• 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

• Through user testing, identify the priority and secondary subjects that patients look for, and therefore if a one page or two-page experience is optimal

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

• Change the buttons on the page to links

Personal goal:

• Experiment with ChatGPT to speed up user testing data analysis and other tasks as applicable

Process

Old design

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

New design

• Mobile prototype

• Desktop prototype

How we developed the new design

Data insights

• Learn more about data analysis and insights

User testing

Test logistics​

• Usertesting.com

• Unmoderated​ preference test

• Mobile and desktop designs​

• 8 users​

  • 4 native English speakers ​

  • 4 non-native English speakers

AI speeds up analysis

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

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​

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

• The most searched for and clicked on subjects are elevated in the IA on the first page, and less important subjects moved to the second page

  Learn more about user testing

Content outline, design iterations & stakeholder feedback

AI speeds up content outline creation

1. 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

2. 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

3. I lead the presentation of the final design and working with the designer, added in design rationale next to each section

Stakeholder feedback:

• Add in a section highlighting medical specialties since this is a business goal

• Add in links to the visitor policy page with masking policies and a link to the inclement weather and holiday hours page

• Add in more images - we pushed back to keep to page a directory-style accommodating many links and keep scrolling to a minimum

Final design and iterations

Final design with design rationale for stakeholders

Design iterations: