Transforming Pain Points into Patient Satisfaction
The Orlando Health Digital Transformation Tackles Common Pain Points
My role
To address these challenges, I was thrilled to lead the design efforts for Orlando Health, collaborating with a talented team to tackle the common pain points in healthcare. We aimed to improve the overall patient experience and increase satisfaction by redesigning key touchpoints.
Information Architecture, Project Manager, Strategy, Visual Design, Wireframes
Overview
Transforming Pain Points into Patient Satisfaction.
Our first challenge was to revamp OrlandoHealth.com and create a user-friendly, trustworthy, personalized patient user experience. We recognize that patients have high expectations for online experiences and that healthcare providers must deliver a seamless and convenient experience to compete in today's digital world.
Opportunity
User-Friendly, Trustworthy, and Personalized User Experience
To achieve this goal, we focused on understanding user needs, concerns, and goals by collecting data and creating prototypes during the design process through user research and testing.
User-Friendliness: Convenient and Intuitive Healthcare Services
Our team's top priority was to optimize the patient experience by providing a user-friendly and straightforward platform for finding and booking necessary medical care. We simplified the user interface, reduced clutter, and ensured that information was presented clearly and concisely to make it easy for users to find the information and services they need.
Reliability and Trust: High-Quality Healthcare Services
To meet the need for trust and quality of care, the online medical care search and booking service was designed to provide users with reliable and trustworthy information about healthcare providers and services and the ability to book appointments with providers who offer high-quality care. We incorporated third-party reviews and ratings, displayed credentials and certifications, and provided detailed information about services offered by healthcare providers.
Access to Information and Resources: Detailed Information at Your Fingertips
Our team designed the online medical care search and booking service to provide users with detailed information about healthcare providers and services and the ability to book appointments with providers from one central platform. We incorporated detailed profiles for healthcare providers, displayed maps and directions, and provided information about insurance coverage and payment options.
Impact
Demonstrating the Success of the Redesign
Our redesign of key touchpoints at Orlando Health focused on improving the overall patient experience and increasing satisfaction. By providing reliable and convenient access to information, providers, and care, our digital transformation tackled common pain points in healthcare and transformed them into patient satisfaction.
Increased Website Page Views
+40%
PAGE VIEWS
Visitors spend more time on our site and exploring our content in greater depth.
Longer User Session Duration
+45%
USER SESSION DURATION
Visitors are finding our content engaging and valuable enough to spend more time on our site.
Higher Page Views Per Session
+46%
PAGE VIEWS/SESSION
This increase can be attributed to various improvements such as the addition of new content, enhanced website design, and improved navigation.
Reduced Bounce Rates
-27%
BOUNCE RATE
This reduction in bounce rates signifies an improvement in the user experience, content, or website design, leading to visitors spending more time on the site and exploring more pages.