Revitalizing Care: Elevating Experience for Healthcare

A transformative project with a goal to revamp KFSH&RC Hospital's presence in the Middle East

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Revitalizing Care: Elevating Experience for Healthcare

A transformative project with a goal to revamp KFSH&RC Hospital's presence in the Middle East

‹ Back to Projects

Revitalizing Care: Elevating Experience for Healthcare

A transformative project with a goal to revamp KFSH&RC Hospital's presence in the Middle East

‹ Back to Projects

Revitalizing Care: Elevating Experience for Healthcare

A transformative project with a goal to revamp KFSH&RC Hospital's presence in the Middle East

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX/UI Designer

Research, UX Strategy, Define, Design, Wireframes, Prototyping, Testing

6 Months

King Faisal Specialist Research Centre

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX/UI Designer

Research, UX Strategy, Define, Design, Wireframes, Prototyping, Testing

2 weeks

SaaS Procurement Company

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX Designer

Research, UX Strategy, Define, Design, Wireframes, Workshop Facilitation

4 Months

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX Designer

Research, UX Strategy, Define, Design, Wireframes, Workshop Facilitation

3 Months

0-OVERVIEW

How can we enhance usability, personalize content for diverse user needs, and improve overall engagement and satisfaction for patients, doctors, researchers, students, and staff?

KFSH&RC Hospital grappled with a critical issue: their existing website's significant usability problems led to low engagement and navigation difficulties, exacerbated by a diverse user base including patients, doctors, researchers, students, and staff.

Core Solution

‍Segmented Personalization: I tackled diverse needs by segmenting the website into Healthcare, Education, and Research, delivering tailored content to each audience segment, thereby enhancing the overall user experience.

Streamlined Design: Introducing a reusable component library and a templating approach streamlined design efforts, ensuring consistency, reducing development time, and enhancing overall usability.

Local Navigation System and IA: I introduced a local navigation system for each of the sections allowing for easy navigation within the content of the website and at the same time allowing for better structure of the overall information architecture

Result

‍Visual excellence efforts, collaboration on a distinctive style, and usability testing resulted in a substantial improvement. The new design received a user satisfaction rating of 4.28 out of 5, highlighting improved clarity, navigation, and user flows.

Next Steps

Development Support

‍Ongoing support is prioritized to facilitate a smooth website delivery, promptly addressing issues and making necessary adjustments.

New Technologies

Future research will explore innovative search application technologies, aiming to further enhance website searchability.

Enchanced Patient Service‍

Exploring strategies to increase patient retention involves introducing features that cater to their specific needs, contributing to continuous improvement and enhanced satisfaction.

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1-PROJECT DISCOVERY

Unveiling User- Centric Insights

The rigorous research phase served as the bedrock of the "Revitalizing Care" project. It enabled the project team to move forward with clarity, armed with a profound understanding of user needs and pain points. This understanding guided the subsequent design phase, ensuring that the website redesign aligned seamlessly with user expectations and the hospital's miss...

1-PROJECT DISCOVERY

1-RESEARCH

Project Initiation: Unveiling King Salman Park's Digital Journey

Project Initiation: Unveiling King Salman Park's Digital JourneyOur project initiation commenced with a crucial client workshop aimed at discerning the business goals. This collaborative session proved instrumental in delineating the project's phases, defining the business strategy, and outlining the webpage's content hierarchy. The dual focus of the website emerged: first, to craft a captivating online experience befitting the project's magnitude, and second, to establish a seamless event booking platform for future businesses and venues.To ensure alignment with industry standards, a comprehensive research pha...

1-PROJECT DISCOVERY

1- PROJECT DISCOVERY

Research Phase: Unveiling User- Centric Insights

YPO initiated a project to investigate and address the prevalent issue of high basket abandonment rates. Our initial investigation, involving a comprehensive mapping of user flows and a thorough competitor analysis, unveiled key pain points in the purchasing process. We discovered that the mandatory registration process, especially cumbersome for personal accounts, was a significant contributor to drop-offs and elevated basket aband...

METHODOLOGY

1-RESEARCH

1-PROJECT DISCOVERY

1- PROJECT DISCOVERY

Unveiling User- Centric Insights

The rigorous research phase served as the bedrock of the"Revitalizing Care" project. It enabled the project team to move forward with clarity, armed with a profound understanding of user needs and pain points. This understanding guided the subsequent design phase, ensuring that the website redesign aligned seamlessly with user expectations and the hospital's mission.

Understanding Our Personas

In our quest to understand our users better, we engaged in close communication with our client, allowing us to identify our proto personas:

Patients

Users seeking potential treatments and a way to book KFSH&RC services.

Doctors

Medical professionals within the hospital who use the website to track patient records and access services and platforms for administrative purposes. Many of the doctors also played roles as researchers, merging these personas in various instances.

Researchers

Individuals engaged in medical research, using the website to access documentation and apply for various research programs. In many cases, researchers were also doctors, further blurring the lines between these personas.

Students

Those desiring access to educational resources and opportunities to apply for scholarships and courses. This persona is divided into external users and existing staff members.

Other Staff Members

Hospital staff primarily involved in administrative roles, using the intranet version of the website to access and update information easily.

This multifaceted challenge required a deep understanding of these personas and their diverse needs, necessitating a holistic redesign of the website to provide an effective and user-friendly digital experience for all.

Mapping Existing Flows and Sitemap

In order to identify the areas of major frictions I mapped the existenting websites flows and sitemap. In that way I was able to easily identify potential user pain points and missalignment in content and experience. For this initial research, I compared the websites functionality with other competitors in order to build a clear image for our client and display clearly the findings and pain points we uncovered.

2- DESIGN & TESTING

2- DEFINE

Initial Findings

The primary findings highlight several critical issues within the project, with a particular focus on the following aspects:

3- FINAL DESIGNS

RESEARCH

3-DESIGN

By having further discussions with the client we were able to determine our proto personas and how they fit within the initial research findings.

The Importance of personalisation

Upon careful review of our data and personas, it became evident that the primary audience for the website consisted of patients, with the remaining percentage distributed among other personas. To enhance navigation, organise content more effectively, and ensure a personalised experience for all user groups, we made a strategic decision to segment the website into three primary pillars: Healthcare, Education, and Research.

This segmentation approach not only improved content organisation but also provided valuable insights into our diverse user base. By categorising content under these key pillars, we could tailor information and services more precisely to the needs of patients, doctors, researchers, students, and other staff members. Each pillar serves as a gateway to relevant and personalized content, allowing users to navigate the website with greater ease, ultimately fostering a stronger connection between the user and KFSH&RC.

DESIGN

The Navigation conundrum

How might we build a navigation system that allows for ease of use within a vast and information heavy website? What is the best solution? Mega navs? Or something else?

Enter localised nav systems. For this project we used a main nav menu that allows user to access each section from different points of the website and within each section we introduced a localised nav that allows the user to navigate within the landing pages. In that way we were able to simplify navigation and short out the content within the specified segments with ease.

PROTOTYPING

2-DESIGN

4-UI DESIGN

Streamlining Design to maximise efficiency

Building a Component Library

In order to achieve the project within the stict deadline I had to find a way to streamline our design approach so that we are efficient and we minimise development time. The solution that I implemented was reusable component library and a templating approach that allowed as to cover for both time and effort while completing the project within the given time.

Templating and Wireframing

In order to organise the design effort and the templates I used the findings from our discovery session to guide the design approach. This lead to an elevated experience with a high reduction of missalinged content and unnessesery pages which reduced the clutter and at the same time introduced increased searchability and friction reduction, with user been able to identify and locate information easily.

3-USABILITY TESTING

‍Testing our navigation and IA solution in the most challenging landscape Mobile views

Testing our first solution using unmoderated remote testing and comparing it with the current website brought the following results:

Finding one: All users were able to locate the information asked

Finding two: The avarage time that it took to find the link "Find a Doctor" was 23.5 sec while in the current website it took about 54.4sec

Conclusion:

While users were able to easily navigate and identify the given tasks the layout of the navigation wasn’t future proof. If our client wanted to add further pages it would had made the design non functional and would have caused major frictions to the overall mobile experience.

With this in mind I redesigned the mobile solution to one that reflects better the desktop and allows for better readability.

5-FINAL SCREENS

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Visualizing Excellence: Crafting KFSH&RC's Website Style

In this project, I collaborated closely with the lead UI designer to shape the website's style. We meticulously adhered to KFSH&RC's brand guidelines, with an active approach on my part. The lead UI designer created a comprehensive guide, which would later serve as the foundation for populating all the templates. I took the lead in expanding upon this guide to develop a series of designs that maintained consistency across the entire webpage.

Our design concept was to incorporate the distinctive curved element from the logo as a unifying transitional component that seamlessly connected various website elements. Each section of the website featured a distinct color, clearly marking the transition from one area to another. The card elements and buttons followed a minimalist approach, with a primary focus on ensuring legibility and functionality.

Below is an example of the changes implemented on the website alongside the new UI. Some of the changes are the following:

Homepage

The homepage has been revamped to provide clear and concise information with minimal jump points, accompanied by explanations about KFSH&RC's activities.

Uncluttered Pages

Redesigned pages now eliminate clutter and ensure they are no longer empty, enhancing user-friendliness and overall navigation.

Streamlined Userflows

The redesigned design addresses dead-end user flows, ensuring users can navigate without encountering points of no return.

Structured Information Architecture (IA)

The new design organizes information systematically, significantly enhancing the overall user experience by making it easier for visitors to find what they need.

Simplified Navigation

Navigation has been simplified, resolving the issue of complex navigation, thus making it more intuitive for users to locate information.

Improved Application Processes

Application processes have been streamlined and enhanced, providing a smoother and more efficient user experience. This transformation results in a cleaner and more organized design, facilitating user navigation and task completion.

SHARING SENSITIVE INFORMATION

4-MEASURING SUCCESS

Elevating User Satisfaction: New Design Triumphs in Testing

Testing our new design with actual users was a crucial step in the project. We assembled a group of 10 users who closely matched our target personas and had them evaluate our prototype in comparison to the existing website. The objective was to assess whether our solutions would enhance user satisfaction.

Upon analyzing the collected data, it was evident that users rated the current website at a low 2.8 out of 5. However, the new design received a significantly higher rating of 4.28 out of 5, indicating a substantial improvement in user satisfaction with the proposed changes. This outcome validates the effectiveness of our redesign efforts and highlights the positive impact on user experience.

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Here are some of the things that our users said about the new website:

6-POST DESIGN

WHAT'S NEXT

SCENARIO & PROTOTYPE

5-FINAL SCREENS

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6-WHAT'S NEXT

With the successful enhancement of user satisfaction and the ongoing development of Phase 1, our focus shifts to further elevating the user experience and refining existing functionalities. The next goals include:

Implement A.I Powered Search:

Introducing an A.I.-powered search functionality stands as a pivotal step to revolutionize the users' search experience. This implementation aims to enhance searchability, providing more accurate and personalized results.

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Gather Feedback and Traffic Data:

Continuous improvement is at the core of our strategy. To achieve this, we will actively gather feedback from users and analyze traffic data. This comprehensive approach allows us to understand user preferences, identify pain points, and gain insights into how users interact with the platform.

Other projects:

Revitalizing Care: Elevating Experience for Healthcare

Crafting YPO's Guest-Friendly Experience

King Salman Park: A Digital Transformation Journey

Revitalizing Care: Elevating Experience for Healthcare

Revitalizing Care: Elevating Experience for Healthcare

Revitalizing Care: Elevating Experience for Healthcare

Revitalizing Care: Elevating Experience for Healthcare

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX/UI Designer

Research, UX Strategy, Define, Design, Wireframes, Prototyping, Testing

6 Months

King Faisal Specialist Research Centre

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX/UI Designer

Research, UX Strategy, Define, Design, Wireframes, Prototyping, Testing

2 weeks

SaaS Procurement Company

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX Designer

Research, UX Strategy, Define, Design, Wireframes, Workshop Facilitation

4 Months

King Salman Park Foundation

ROLE

RESPONSIBILITIES

DURATION

CLIENT

UX Designer

Research, UX Strategy, Define, Design, Wireframes, Workshop Facilitation

3 Months

YPO

0-OVERVIEW

How can we enhance usability, personalize content for diverse user needs, and improve overall engagement and satisfaction for patients, doctors, researchers, students, and staff?

‍

1-PROJECT DISCOVERY

1-PROJECT DISCOVERY

1-RESEARCH

1-PROJECT DISCOVERY

1- PROJECT DISCOVERY

METHODOLOGY

1-RESEARCH

1-PROJECT DISCOVERY

1- PROJECT DISCOVERY

Unveiling User- Centric Insights

2- DESIGN & TESTING

2- DEFINE

3- FINAL DESIGNS

RESEARCH

3-DESIGN

DESIGN

PROTOTYPING

2-DESIGN

4-UI DESIGN

Streamlining Design to maximise efficiency

3-USABILITY TESTING

‍Testing our navigation and IA solution in the most challenging landscape Mobile views

5-FINAL SCREENS

Visualizing Excellence: Crafting KFSH&RC's Website Style

SHARING SENSITIVE INFORMATION

4-MEASURING SUCCESS

Elevating User Satisfaction: New Design Triumphs in Testing

6-POST DESIGN

WHAT'S NEXT

SCENARIO & PROTOTYPE

5-FINAL SCREENS

6-WHAT'S NEXT