What I learned
This project was the opportunity to get a better overview of the Health Care Industry, and understand how UX searchers and designers might improve the way that people interact with health care. Nothing is more important - especially in Health Care - than creating efficient and consistent interactions between humans and systems.
From the angle of John Muir Hospital website, I used different search methods to understand patients needs and habits.
I used qualitative searches (user testing, interviews, observation) to detect a pattern (participants seem to be familiar with online scheduling). This pattern was confirmed with the two quantitative searches (participants already use online scheduling, why they use it and how they feel about it).
On the field, combining the results of the different searches would help to convince stakeholders to improve the SERP and doctor pages - a long term project requiring funding.
What would I do differently today?
If I had to work on this project again and have access to JMH doctors network and patients:
- Online scheduling: understand doctors’ perspective. To collect various feedback, I would include in my searches JMH doctors: 50% would use online scheduling tool, 50% don't. The goal would be to understand JMH doctors' needs and adapt marketing strategy accordingly.
- “Find my insurance”: IA / Test the navigation: I would use an open card sorting to test the actual navigation with participant members of JMH conglomerate, some who are not. The goal would be to adapt navigation accordingly to users' needs.