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PROJECT OVERVIEW
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.
👩🏻💼 Role: Lead UX/UI Designer
🗓 Timeline:
June 2022 - October 2022
💻 Tools: Figma, Miro, pen, and paper
BEFORE
THE IMPACT
BEFORE VS AFER: IMPACT OF THE REDESIGN
THE PROBLEM
NECC’s website was experiencing major usability issues that hindered our ability to effectively deliver health information, resources, and services to our current and new patients. These issues were adversely affecting the user experience, leading to compromised new patient enrollment rate and patient retention rate.
As the UX/UI Designer, I focused on the following key questions during the evaluation:
Is the organization’s purpose immediately clear to users?
This includes assessing whether core priorities, such as our mission to serve underserved communities, opportunities for donations, and volunteer involvement, are effectively communicated.
Can users quickly and easily find the information they’re looking for?
Is the site’s navigation intuitive and user-friendly across devices?
SURVEY
OBJECTIVE
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
FINDINGS
96% of respondents rated the website's usability 3 or below out of 5, specifically citing difficulty finding key information, highlighting an urgent need for redesign.
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
Affinity diagram using the insights and data gathered from user interviews.
After wrapping up the surveys, our team proceeded with conducting user interviews with 5 selected participants to obtain a more in-depth and qualitative understanding of user experiences and preferences.
User interview questions broken into categories.
ANALYSIS
To identify user needs, pain points, and potential design improvements, we collaborated and created an affinity diagram using the insights and data gathered from user interviews to identify patterns, common themes, and key insights from users’ feedback.
INSIGHTS GATHERED
Patients use our website to gather information about providers, clinics’ contact details, location, available health services, billing, and insurance.
Inconsistencies in design elements and layout can make a website look unprofessional and can lead to a lack of trust in the information presented.
The website low color contrast between text and background can make it difficult for users with low vision to read and understand the content.
Our current website isn’t optimized for mobile devices and can be challenging to use, leading to a poor user experience for a significant portion of the audience.
USER FLOWS
PURPOSE
To support intuitive navigation and task completion, I developed detailed user flows that illustrated how users would move through key screens to accomplish their goals. These flows guided our team in designing a streamlined, user-centered navigation structure that reduced friction and supported quicker access to essential information.
User flows of the website.
WIREFRAMES
After creating a visual representation and defining the routes that our users might take while exploring our page, I proceeded with the ideation process.
However, during our ideation meeting with the stakeholders including the directors of NECC, I was informed that the timeline of our project had changed. As the next COVID vaccine booster dose was scheduled for imminent release, our team was urged to expedite the website redesign to ensure it is ready promptly for our patients to access essential information concerning the availability of COVID vaccine boosters at our clinics.
This led me to decide on bypassing the sketching process and moving directly to the creation of low-fidelity wireframes.
NECC redesigned website's wireframes.
USABILITY TESTING
Due to constraints in time, budget, and an urgent project deadline, we were unable to conduct formal usability testing with external users. However, I still wanted to ensure the redesigned website was functional, intuitive, and aligned with user expectations. To achieve this, I conducted guerrilla usability testing internally at NECC.
FINAL HIGH FIDELITY DESIGN
LIVE WEBSITE
REFLECTIONS
Due to the urgency of rolling out the website for COVID vaccine booster registration, I was not able to implement any iterations after finishing the high-fidelity design in this project phase. However, prioritizing these iterations will be my immediate focus as we transition to the next phase.
While it was not ideal to forego the sketching, our team mutually agreed that a high-quality end product could still be delivered by maintaining clear communications and effective collaboration throughout the design process. This also allowed me to quickly visualize and refine the layout and functionality, making it easier to address potential issues early on. Lastly, it also saved time, which was redirected into comprehensive testing and fine-tuning to ensure a polished final product.