Evaluate Health System Website Information Findability
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Situation
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Legacy Health patients reported difficulty navigating the website—particularly when trying to schedule appointments or find provider information. An intercept survey revealed major pain points in information findability, affecting both potential and current patients.
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Task
I led a usability research project to uncover the root causes of these issues and provide actionable design recommendations to improve online scheduling and service discoverability.
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Action
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Designed and conducted a remote usability study with 9 participants (5 potential patients, 4 current)
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Evaluated how users:
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Scheduled a primary care visit
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Found provider ratings and reviews
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Located services on the Adult A–Z page
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Synthesized insights and categorized usability issues by severity (minor, moderate, critical)
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Collaborated with marketing, designer, and IT teams to implement design changes including navigation, search behavior, and layout improvements
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Results
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Information findability improved by 14.5%, based on follow-up intercept survey data
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Reduced phone volumes at the clinics by showing providers' status of accepting new patients
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Enhanced user navigation experience through clearer labeling, simplified interactions, and better accessibility
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Recommendations aligned with patient expectations and health literacy standards