Case study:

Redesigning complex healthcare websites around user needs

Multiple healthcare websites needed to serve diverse audiences with very different goals, but complex content and navigation were making it difficult for users to find what they needed.

Over eight weeks, I used research, information architecture and iterative testing to simplify complex content, create clearer journeys and better support healthcare professionals, candidates and clients.

Overview

Background

Thornbury and The Guild specialise in last-minute staffing solutions throughout the UK, Ireland and USA. Their websites primarily served the purpose of attracting both candidates and clients.

The UX team was enlisted to redesign the websites and tackle several identified issues:

  • Users faced challenges locating content on the home screen and site-wide

  • Candidate drop-off occurred at crucial stages during registration

  • Client-related content was limited and hard to find

  • It was challenging to appropriately present new content to users (e.g. new services)

  • The site's aesthetic did not align with the brands' high quality and reputation

The business was contemplating merging Thornbury's US website the UK one, which provided a distinct set of services.

Challenge

Create a website solution adaptable to both brands, with each site catering to at least two distinct user groups and helping them achieve their specific goals.

Scope and constraints

We had 8 weeks to deliver site maps, wireframes and 2-3 high fidelity designs for handover to a third party.

We could conduct research with workers, but not clients.

My role

Working alongside a researcher and writer, I was responsible for UX strategy, information architecture and UX design.

Stages of work

  1. Understanding the problem

  2. Defining the approach

  3. Identifying user groups and goals

  4. Information architecture

  5. Wireframing and design

  6. Handover, build and launch

  7. Lesson’s learned

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