Redesigning community health service website
📍 Melbourne, Australia | ⏱️ 2 weeks
Challenge
I was engaged by Nomat to redesign the cohealth website to improve usability. Prior to this project, a series of research has been conducted as a basis of this redesign.
Outcome
Low-fidelity prototypes for desktop and mobile website
Design Improvements
Some improvement highlights of this project.
#1 Locations page
Cohealth has a number of locations, and they differ in terms of how many services are offered at each.
There are just under 60 cohealth locations
There are about 10 ‘main’ locations that each offer multiple services in one place, e.g. you can visit a doctor and a physiotherapist and a counsellor all at the one location.
The vast majority of locations only offer 1-2 services.
When designing the wireframe for this page, it would be ideal to consider the two extremes in terms of the different kinds of locations:
A location with 17 services and highly varied opening hours
A location with only 1 service
User needs
I want to be able to see at a glance which cohealth locations which offer multiple services
I want to be able to find a cohealth location that is closest to my suburb (where I live or where I work).
I want to visually see where all cohelath locations are on a map of Melbourne, and select a location from a map to see more details about what services are offered there and the opening hours and a photo of it etc.
I want to see a list of cohealth locations and select one to view more details.
As someone who is looking for a specific service, I want to be able to filter so I only see locations that offer the service(s) I am interested in.
I want to be able to contact this location
I need to know the address so I can go to this location in person
I need to know the opening hours for a service I want to use at this location (e.g. what days/times can I see a Dietician at Collingwood)
I need to go back and see the full list of locations as this one doesn’t have what I need
I need to continue reading more about a service I have found listed on this page
#2 Services page
All services page
This is a listings page that provides an overview of the services offered by cohealth, and supports users to browse what is available.
Service landing page
The purpose of this page type is for providing an overview of a group of services that share a common aspect. For example, landing pages exist when there is a group of services relating to the same discipline (e.g. Occupational therapy has two discrete nested services for Adults vs Children), or a group of services exist relating to the same population group (e.g. Aboriginal and Torres Strait Islander Health has multiple services available that are nested in this group)
Service details pages
Many site users land on a service details page from Google, and this is their entry point to the cohealth site. This makes it an important starting point for their journey, and a number of onward journeys need to be provided.
User needs
I want to browse and see all the services that cohealth offers and click through to read more detail about a service I am interested in
I want to be able to quickly see a service relevant to me* without browsing through multiple pages of services that I don’t need.
I need to get an overview of what this type of service is and immediately see the specific (nested) services that are available at a glance.
I need to be able to go back to view all services if this isn’t the service that I want.
I want you to show me related services that I may not have considered.
I need to know what this service is, how much it costs, and how to access it (either make a booking or require a referral from a GP)
If this service is right for me, I need to be able to see at a glance what locations it is available at. If one of the locations is familiar to me then I want to be able to click on it to see more information including contact details
After reading about this service and realising it is not what I need, I need to be able to continue to look at other services until I find the right one.
If this isn’t the right service for me, show me what other services are available in this section (sibling services) so I can keep browsing for something relevant.
If this wasn’t what I was looking for, I need to be able to view all services (listing page) so I can find something that is relevant to me.
#3 Form improvements
Some highlights of the form improvements.
Old Design
Analytics report identified that: “The largest drop off for users completing the online booking form is after the reason for appointment field. Users may not be comfortable writing out the reason for their appointment or may not know the best way to describe their requirements so are abandoning the form at this stage.”
This happens presumably because people don’t feel comfortable sharing this information upfront, or they might prefer to discuss it in-person.
New Design
The new design provides more context for why the information is needed and adds an option to discuss in-person.
Old Design
“Are you at harm from others or yourself? Do you have supports?” is a double-barreled question that increases the likelihood of confusing users and inaccuracy answers.
Since some questions are binary (yes or no), large free text fields might not suit.
“Other service involved?“ is a bit confusing as it doesn’t have sufficient context.
New Design
In the new design, the double-barreled question is split into two questions to avoid confusion.
Also, binary questions are changed to radio buttons instead of free texts.
Furthermore, more context is provided in regards to other services.
Old Design
Although the thank you message informs the form has been successfully submitted, it lacks further information about the next steps.
New Design
The new design provides more specific information about how long the process would take and what to do if it has passed the estimated time.
Old Design
In any children’s service, there’s a long label combining all information about eligibility requirements that can be overwhelming for users.
New Design
In the new design, the label is framed into a single clear question, and the format is transformed into radio buttons to make it more digestible.
Old Design
Parents/caregivers who live in the same house as the child need to re-enter the address.
New Design
The new design provides an option to automatically fill the fields for those who live in the same house as the child.
Old Design
There’s no way to review the information before submitting it. Considering some forms like referring a childern’s service can be lengthy, it will be handy to have a review page to reduce wrong inputs.
New Design
The new design enables users to review the form before submitting it and to edit the data on the same page when necessary.
Impact
The design has been delivered to the client and used as a foundation of the website redesign.