User Experience Designer
User Experience Designer
Sed vitae enim egestas, congue arcu et, efficitur augue. Cras sit amet venenatis est. Sed pulvinar sodales lacus sit amet placerat. Nulla facilisi. Integer pellentesque semper magna vel pellentesque. Cras imperdiet tortor sit amet erat aliquet rutrum.
As a part of the larger UX Overhaul effort of Mercy.net, the provider profile page was a high priority focus area. We developed new personas and mindsets, use cases and site architecture. Doing a deeper dive to 'why' our patients were visiting each section of our site we were able to fine tune the experience to those use-cases.
What we needed to achieve:
Incorporate a simplified scheduling path on the provider page
Present a new ‘accepted insurance’ component for users to search for their plan and have a more prominent ratings and reviews section
Make a stronger connection between location, service, and provider information to create re-entry points
Our goal with the research was to uncover any pain points users were encountering and to discover what their overall goal was when visiting these pages.
What we found:
Patients thought scheduling online was difficult and the information provided on the page was not helpful
Patients could not easily tell if a provider was accepting new patients
Comments in the Reviews section were confusing without the context of the original question prompt being displayed
The users main goals on this page were to make an appointment, contact a provider, choose a provider and find any additional information like directions
Create a strong information hierarchy based off user’s needs and preferences
Display a map/location component that utilizes geolocation to display a patient's distance from the service location
Show which locations offer online scheduling vs calling to schedule
Show the provider’s designated primary location when they see patients at multiple clinic locations
Call out when a provider is accepting new patients
Incorporate a scheduling process that allows for many different entry points and keeps patients on the page of the provider they are scheduling an appointment with
Users can choose an in-network provider by searching for their insurance carrier on the provider’s profile page
Provide a more detailed rating and review system that breaks out the responses factored into the overall rating and gives context to the patient comments