While working at Weill Cornell Medicine, I have teamed up with the Patient Engagement department to continuously iterate on the “Find a Doctor” feature of the WCM website.
Working in two-week sprints as a lead UX designer, I collaborate with developers and business analysts to enhance the patient journey of making an appointment, researching clinical services, and finding the right doctor.
In addition to the iterations on Find a Doctor, Weill Cornell Medicine is in the midst of a re-architecture project of the Clinical Services and Locations information on the website. I am the lead designer on this project, and have started the preliminary research on this effort.
about the project
Examples of using Invision Freehand to whiteboard solutions to problems
agile process
When the business requirements and success criteria are established for a sprint, I start creating a journey map and wireframes in Axure, and then move on to high-fidelity mockups to bring to the developers. We discuss any potential issues with development and ensure the solutions are within scope of the sprint.
The patient journey is complex, and often times we use Invision Freehand to quickly whiteboard and come up with creative solutions to complicated problems. We frequently use the process of design thinking to challenge our assumptions and discover alternative solutions that may have not been obvious at the beginning.
The process of searching and making an appointment is complicated because of the many facets that go in to the search. Patients can also make appointments directly from a doctor’s profile, so there needs to be consistency between all pages.
Some doctors have many different locations, some accept video visits (which are location agnostic) and some are listed in search results, but a patient would need to call the office to make the appointment. We are working on how to streamline the process and not overwhelm a patient with too many controls at once.
challenges
I am the lead designer on the re-architecture of the clinical services and locations project for the Patient Care website.
The major problems with the current website are a lack of information hierarchy and little documentation of all the iterations of the enhancements that have been made over the years.
To visualize its complexity, I created a sitemap of the current website, including all pages and labeling the different content types. It illustrates that in order for a user to traverse the website and move through pages laterally, they would have to click through content within pages and not be able to use the navigation. It also illustrates the depth of the website.
This project kicked off in December 2020 and is still in progress.
re-architecture of clinical services & locations
Illustrating the current sitemap of the website was important before starting the re-architecture project.