Creating a Uniform,
Customer-Centric Web Experience
Project Overview
This client hired our team to support them in continuing their refresh website design project along with supporting the many internal customers in digital needs.
Project Background
Role: I was the solo UXUI Designer responsible for supporting the refresh website design project for a national health account. In addition, I was the primary lead on launching a dedicated design system to support more efficiency in launching products to the market.
Timeline: The client worked on an MVP, a lean and agile thinking approach, so most projects were given 1 to 3 sprints to implement, with design being in the first sprint.
Team: Our team consisted of three developers, two testers, one business analyst, and one designer.
Tools: Figma and Figjam for design assets, presentations, and creation of their own design system. Google Search Console and Adobe Analytics for web measures, Baymard for ux search and user testing. And, FontAwesome for any iconography that may be needed in design.
Problem Statement
The client was losing engagement with customers on the primary pages of the website. And, was seeking to engage more customers in underserved communities.
Key Outcomes
One of the main opportunities we saw to improve customer engagement was launching a minority scientist podcast on important health topics, including heart disease, diabetes, and women’s health, to reach individuals in underserved communities. I used a lean UX process to develop an MVP version of the pages, and then we tested them once the project was live on Drupal 10.
Solution
Create more interactively content on certain web pages to maintain user engagement and provide an opportunity for them to communicate with health professionals to answer their questions.
Results
We saw an increase in user engagement on short interactive media, such as the podcast, by 40%. Among the 40%, half were from underserved communities.
Conduct user testing on existing design
Development improvements based on user feedback
Continue Lean UX apporach on other pages of the site
Conitnue mirgation on back-end from Drupal 9 to Drupal 10
Next Steps
