Penn State Hershey Children's Hospital
Qualitative Research - Wireframes & Prototyping - User Testing - IA & Content Strategy
My Role
As a UX designer on this project, I worked with three other Red Privet UX designers, a visual designer, a front end developer, and a contracted content writing team to complete this project. We collectively conducted research for the Penn State Hershey Medical Center, College of Medicine and Children's hospital. I then created wireframes and collaborated with a visual designer, developer, and content writers to build the Children's Hospital website.
The Client
Penn State Hershey Medical Center is an academic hospital with an award winning Children's Hospital.
The Result
We provided the client with a brand new, stand alone Children's Hospital site.
UX Design and Research
Stakeholder and User Interviews: The UX team conducted one on one interviews with 10 stakeholders and 20 users (patients or patient advocates). We also conducted about 30 patient intercepts, where we approached patients in a waiting room and asked them questions about their experiences with the hospital.
Personas: Personas were created based on the research findings from our interviews as well as analytics and market research strategies that were provided by the client.
Journey Mapping: Using the personas we created, we mapped a few key patient journeys with Penn State Hershey. This helped us to identify pain points and opportunities for the website. These then informed our design ideation phase.
Wireframing: Wireframes are usually started on paper and then move to Axure. Functionality is added to the wireframes in order to test interactions or communicate interactions to the developer.
Sketch wireframes
Axure Wireframes
Usability Testing: Two rounds of formal usability testing with users were performed. In the first round of formal usability testing, we tested a wireframe prototype (made in Axure) on desktop and mobile devices. Round two was testing a high fidelity HTML prototype.
We also did a round of guerilla testing to work through the navigation pattern. For this, we tested friends and family by sending paper prototypes home with our coworkers to test the navigation interaction. We were feeling stuck on designing the interaction and didn't have the money for formal user feedback so we made do.
IA + Content Strategy: We worked closely with a contracted team of writers who specialized in health content to write the copy for this site. I worked on the IA sitemap and the content strategy (deliverable: content matrix), which was then handed off to the writers. The writers then met with subject matter experts to write the content for the pages identified in the IA.