Major Website Update
A Website Redesign to Better Serve Adult Mental Health
BACKGROUND
PlanCTX is a non-profit organization that serves adults throughout Central Texas who have moderate to severe mental health conditions, they provide a variety of counseling and treatment service.
The organization has a website where users browse for self-help information, look up group therapy sessions, and pay bills online.
There are two main user bases, where 80% of the users are patients and 20% are caretakers。
BUSINESS PROBLEM
My Role
The organization reported that people were having trouble using their website to find the information they need, which often result in unnecessary phone calls to the office, and it became a serious issue when the office is already very busy.
They reached out and hoped to resolve the issue from a professional UXD standpoint.
UX Designer
Length
3 Month
Tools
To better understand the problem, I quickly reviewed all pages of the website and discovered that the website is disorganized and confused, with clusters everywhere. Some pages are duplicates, some links are missing, and even, some pages are unable to open.
For further evidence, I contacted 10 target audience users and conducted a round of usability tests over 3 simple tasks and found the following
DEFINE THE PROBLEM
The client believed that the users weren’t able to complete tasks due to the website’s lack of information and content, and suggested amplifying the website with additional details and knowledge. They assumed that the more details there are on the website, the fewer chances the users will call the office.
Nevertheless, in this case, the website needed “subtraction”, not “addition”!
Users are frustrated and confused, due to the cluttered information and unrefined site structure; they are unable to find the helpful contents they need and eventually abandon the website.
IDEATE THE BEST SOLUTION
A major website update and UI redesign is necessary to prevent further user friction and frustration, to ensure a high efficient user experience.
PROBLEM-SOLVING PROCESS
Figma
FigJam
INITIAL RESEARCH
I started off the process by conducting a content audit, to review all of the existing pages on the website, aiming to opportunities where I can further resonate with the users.
(Screenshots from content audit session)
I was able to detect many issues, such as missing links, duplicated pages, empty pages, and misplaced content.
More content options on the bottom of each page, for users to view other related pages.
Users are able to track their own location, and able to navigate themselves throughout the site more easily.
Key Solution 2
Content Audit
FINAL SOLUTIONS
UI Style Guide
FINAL DESIGN
After reviewing my findings with stakeholders, I reorganized and recreated a new site map, that is easier to navigate and more user-friendly.
(Screenshots of new site-map)
Information Architecture
Contents are clearly organized with no duplicates and dead-ends.
Each webpage has an accurate title and is arranged under the feasible order hierarchy.
Overall, with better aesthetic UI design. The users tend to think visually pleasing designs are more usable.
Key Solution 1
