Challenge
In today's digital world, mobile devices have become an essential part of our lives. More and more patients are using their mobile devices to access healthcare information and services. Our web experience team at andculture was challenged with a global redesign of UPMC Pinnacles digital presence.
Solution
The redesigned web app features a clean, clutter-free interface, making it easier for users to navigate and access essential features. Theses new web features resulted in a 15% increase to UPMC Pinnacle's engagements.
Process
Our revitalization team was made up of both internal and external members from different departments who worked together closely to plan the new website roadmap for UPMC Pinnacle. We met weekly to discuss our process and establish a waterfall approach. This approach allowed us to break down the project into smaller, more manageable tasks, and to identify and address any potential risks early on.
During the revitalization efforts, our teams had access to a large library of user personas, user research, and documentation standards. This library allowed us to eliminate blind spots during the engagement by providing us with a deep understanding of our users, their needs, and the best practices for designing and developing user-friendly products and services.
Role
My primary involvement with UPMC Pinnacle Health was to design the web experience for the new features that were planned for the website, such as the Wellness Resources Library, Find a Doctor, and Find a Location. My goal was to create user-friendly and accessible experiences that would help people find the information and resources they need to manage their health and well-being.
Health Wellness Library
One of the first major feature requests that our team worked on was to design the digital experience for the new wellness library, which contained over 42,000 health and wellness resources. The wellness articles provided a new way for UPMC Pinnacle's patients to self-serve and research their symptoms using trusted resources. My team and I worked on implementing Algolia Site Search into the global website to improve the accuracy of search results for specific health and wellness articles.
Find a Doctor
Our second major feature request was to design a responsive website experience that allowed UPMC Pinnacle's patients to find a doctor digitally. This highly requested feature was essential for UPMC Pinnacle to remain competitive in the healthcare industry. The Find a Doctor experience gave patients new ways to interact with doctors and physicians, and our Algolia Site Search allowed us to provide advanced filtering and targeted keywords for better search results. Each on-staff doctor and physician now has their own unique profile page with doctor details, a scheduling tool, and a location finder.
Find a Location
Our third highly requested feature set was to enhance the experience for UPMC Pinnacle's hospital location pages. UPMC has a vast network of hospitals all over Pennsylvania, and the new Find a Location area of UPMC Pinnacle gave patients insight into each location, such as patient billing information, detailed services offered at a specific location, and general information about parking and visiting.
Takeaways
Working on UPMC Pinnacle's revitalized website was a rewarding experience for me. Both teams were aligned and worked closely to meet our deadlines. The upfront user research was invaluable, and it helped us deliver a solid user experience for UPMC Pinnacle.
Our work didn't go unnoticed, and andculture (RSM) was awarded the 2018 eHealthcare Leadership Award for Best Hospital Mobile Website. Link
