A large healthcare provider selected Cognizant to redesign and build their 10k+ page website. This multi-year project finished up with a final round of user testing to sus out any major issues that users might encounter. This small (n=41), remote study was able to provide understanding to evolve specific parts of the user experience including design patterns, nomenclature, content strategy, and functional requirements. While the UserIndex and SEQ scores were above average, we had ten recommendations that could be completed prior to launch, seven long-term and ongoing recommended activities to promote healthy evolution of the current state post-launch, and 12 holistic design considerations.

Large, monolithic, websites often used by large healthcare groups create unique problems with IA, UX, and general experience design. The business requirements that led to the decision to have a monolithic site often outweighs these problems, and these problems often drive some creative problem solving not seen in smaller sites. Once you mix in stakeholder decisions that go against the experience design team, a large site can become very difficult to use.

Unmoderated testing can give you some quick insights into whether users will be successful in the general tasks they would visit the site for.

We gave ten recommendations that solved some of the most egregious issues prior to launch. Seven long-term and ongoing recommended activities were discussed to promote a healthy evolution of the current state post-launch, and 12 holistic design considerations to implement pre and post-launch to ensure a cohesive, accessible, and branded experience.

UXR Lead, Sr. UXR, PM

Sr. UX Researcher: co-wrote stakeholder discussion guide, co-wrote unmoderated research tasks, configured and deployed unmoderated research, synthesized data and delivered the final study along with the recommendations

Stake holder interview findings, study manifest, study testing scenarios, metrics, final findings and recommendations presentation