The founders of Annie’s Place (AP) have identified an opportunity to address both the Government’s focus on the delivery of a home care model and the ageing populations desire to remain in their own home. AP, a quality aged day care facility, will provide assistance, on an “as needed”, user pays model, to all elderly clients requiring ongoing daily assistance.
Tasked to design a new responsive website for AP, ensuring the service offering is easy to understand with a simple call to actions which will take the user into the portal pathway.
Involved in countless scoping and co-design workshops with subject matter experts. Customer research and usability testing to validate assumed personas. We sent out System Usability Scale (SUS) surveys to reach users around the world to reduce the level of assumptions. Research existing map interaction, establish a visual language.
Card sorting workshop determined the priority of the site navigation. A category tree was generated and this approach allowed for the for designing information architecture, and menu structure of the web site.
As a key part of user centric design, user testing sessions were conducted with 5 participants that matched the two specific personas. The objective of the user testing was to identify pain point triggers in the the website prototype and to showcase contrasting UI design directions to get end-user feedback to present back to the Annie’s Place. The three main personas that were created and validated included healthcare worker, carer and client.
User testing consisted on testing careers and clients. Mobile prototypes were used and the testers were able to interactive with the screens using Invision. The testers were also given the opportunity to create their own website using content blocks of the of the website. The results were collected so we could get a better understanding of the what type of information the users expected to see when they visited the site.
Shortly after conducting the user interviews, results were synthesised, identified patterns and proposed recommendations. Some of the key insights were users were unable locate contact details, the ambiguity around the term 'carer', the lack of transparency in the about section of the founders - users wanted to make a deeper connection with them.
Image above: Previous battleground
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