My work
Leading the navigation redesign of a large-scale website
Piecing together the pieces for the arc of our site navigation to scale
2016-2020 | UX Design Manager | Dignity Health
Health care is notorious for confusing terminology and complex processes. I was put at the helm of the website redesign project and tackled the confusing and inconsistent navigation and taxonomy of existing site.
Overview
Our website had grown significantly over the years (over 50k pages) and the satisfaction score for information finding & browsing information was only 21%. The goal was to create a navigation that could help customers find the information they needed in less than 3 clicks.
My role was to lead the research strategy, convey findings and information to 20 stakeholders across the enterprise, take feedback, and present a final recommendation.
Moderated usability study | 50+ age group
One of the most valuable tests we conducted was an in-person usability study with a group of 10 users in 50+ age category. Using the current site navigation and the proposed navigation, we learned where users were lost and why.
Methodology:
n= 10
Five people per design (two designs total, a/b)
Moderated, in-persona usability test
Testing for: findability, clear labeling, quick access to primary actions
“I might pick up the phone initially to let them know my issue, and then I could make an appointment that way ... if I was on hold for too long I might go back to the website, but I do like to talk to someone.”
-Loretta, study participant
We documented each participants response via spreadsheet & recording to share with stakeholders.
New navigation, page flexibility, and scalable design
In order to create a balance between our enterprise information and unique divisional information, we designed a primary navigation and a secondary navigation for the enterprise.
The primary navigation was an ever-present, primary navigation (aka “global navigation”) that included the main tasks that the majority of consumers try to complete, based on our research
The secondary navigation was flexible for each of our divisions, which had entire sections dedicated to their hospitals and medical groups throughout the website.
