Seamless Support Online; Heroic Care in Real Life
TEXAS CHILDREN’S HOSPITAL
MY ROLE
I owned Experience Design for this project.
THE CHALLENGE
Unravel the motivations behind visitors engaging with texaschildrens.org and craft a website that mirrors the world-class experience of the renowned hospital it represents.
While Texas Children’s Hospital boasts a stellar reputation as one of the top-rated pediatric hospitals in the United States, its digital presence has seen minimal updates over nearly a decade.
Both patients and physicians express unanimous concerns about the existing website, citing challenges in locating crucial information within its extensive content landscape.
THE SOLUTION
In our search for insights, I met with department chiefs, delving deep into their expectations for a patient-centric website. I quickly understood the profound trust patient caregivers develop and the paramount importance of delivering accurate and meaningful information.
To better understand the firsthand experiences of our target audience, we collaborated with the hospital to create a simulated appointment calendar.
We dedicated a day to navigating the intricate labyrinth of hospital hallways, meticulously adhering to our crafted schedule. This immersive journey allowed us to gather invaluable insights.
A crucial revelation came to light: Within the vast digital landscape, despite the wealth of information present, caregivers faced a daunting challenge - they simply couldn't locate the details they needed.
Before I started page-level wireframes, I meticulously crafted an intuitive information architecture. The design not only prioritizes the unique needs of physicians but, crucially, surfaces essential information for caregivers.
Enriching the user experience, we implemented user-friendly search features empowering caregivers to seamlessly locate doctors, departments, and treatment details.
Delivering a top-tier digital experience for a premier children’s hospital was both rewarding and uniquely special, highlighting the transformative power of technology in healthcare.
Pieces of this design
Facilitated Business Owner and User Interviews
Information Architecture
User Journeys
Persona Development
Content Strategy
Iterative Design
User Testing
Design & Technology Collaboration
Back to Work
H&R BLOCK
Online, mobile, and software app
METLIFE
Bite, snack, meal modals