Redefining the Healthcare Experience for NECC Patients
Northeast Community Clinics (NECC) is a non-profit healthcare organization that primarily provides health services for the low-income, uninsured, and underserved communities in Los Angeles County since 1971.
This is a website redesign project to address navigation issues, streamline content, and enhance overall usability.
User Research
Website Redesign
Interface Design
Usability Testing
Prototyping
Result
Before and after: impact of the redesign
Website Before Redesign
The Problem
Major Usability Issues resulting in:
Compromised health information delivery
Hindered clinic access for patients
Decreased new patient enrollment rate
Lower patient retention rate
Survey
To better understand the user experience challenges, I conducted a user survey consisting of 16 questions. The survey aimed to evaluate:
Users' motivation for visiting the NECC website.
Frequency of website usage
Common tasks performed (e.g., scheduling, finding clinic info, accessing resources)
Devices used to access the site
Clarity and comprehensibility of site content
Level of trust in the information provided
User frustrations and pain points
Suggestions for improvement
96% of survey respondents rated the website's usability 3 or below out of 5, specifically citing difficulty finding key information.
A significant number of users expressed low trust in the information presented on the site, indicating a disconnect between content delivery and user confidence.
Qualitative Interviews
Conducted with 5 carefully screened out participants.
Affinity diagram with insights and data gathered from user interviews categorized into 8 main themes.
General Usage and Experience
Content and Information
Navigation and Layout
Mobile Experience
Accessibility and Inclusivity
Trust and Credibility
Interactivity and Engagement
Overall Suggestions and Improvements
Usability Testing
Test Goals:
Evaluate how easily users can find health information
Test navigation to clinic locations and services
Identify points of friction caused by the outdated design and poor information hierarchy
Participant Profiles
Key Observations
User Flows
Developed to guide our team in designing a streamlined, user-centered navigation structure that reduced friction and supported quicker access to essential information.
Wireframes
