My Roles

• UX Designer

• UX Researcher

 Methodology & Deliverables

• Stakeholder Review

• Content Audit

• Comparative Analysis

• Usability Testing

• Wireframe Prototyping

• Implementation Plan

Overview

Oregon Health Authority’s (OHA), Office of Equity and Inclusion (OEI) provides a registry of Cultural Competence Continuing Education Training opportunities. The webpage for the program ensures that healthcare providers can deliver more culturally appropriate care to the most vulnerable populations in the state of Oregon. However, the page is challenging for visitors to navigate, creating confusion for two main audiences: healthcare providers and cultural competency trainers. Even though the time for the UX design process and access to staff and technical expertise would be limited, evaluation and recommendations for improved usability on this vital page could still significantly benefit users and ultimately Oregon’s communities of color.

Goals

• Making the 2 audiences and tasks of each audience clear to the appropriate user

• Adding a stronger visual hierarchy to the main tasks of the page

• Comprehensive content editing for the site overall

Solution

• Maximize information through research with a knowledgeable key stakeholder

• Conduct a visual comparative analysis of similar sites

• Clarify site hierarchy using high fidelity wireframes

• Use style devices found in other areas of their website

  • Provides a workaround for the organization’s temporary technical expert gap

  • Adds visual design continuity throughout the site

 Comparative Analysis

An online search was done in order to do a visual comparative analysis using screen grabs from similar sites in addition to the pages of other departments on the same Oregon Health Authority website. Using style devices that already existed in other areas of their website served to fill the technical expert gap in the project. Continuing design elements throughout the department’s site also add design continuity that creates a design language for a cohesive site.

Content Strategy

Content Flow Diagram

In order to tackle a comprehensive content strategy for the site, a content audit was necessary. To begin with, a content flow diagram of just this single page was created in order to look at the structure and break down of vast amounts of information on the page.

Content Analysis

Breaking down and categorizing the page's information could help to strategize a stronger hierarchy addressing the vast amounts of information on the site. During the evaluation, it was determined with the stakeholder that possible legal requirements of site information would require a specialized content expert sometime in the future. However, the content inventory was still used to address the most confusing part of the page that’s utilized by the majority of visitors.

Wireframe Prototyping

First Prototype

One prototype was created to present to the stakeholder before creating a higher fidelity version that would incorporate content strategy as well.

High-Fidelity Prototype with Content Strategy

This prototype would later be included in a final package for the stakeholder and serve as a clear visual model. The Office of Equity and Inclusion could use this as a guide for implementation.

Usability Testing

Step 1:

We had participants first use think-aloud testing without giving them any information about the page or the program.

Step 2:

Next, we had participants look at first the “before” version and then the “after” version and asked them selected questions related to the original goals of the project. The direct comparisons show stakeholders clear improvements through real participants.

Questions:

1. What is the purpose of this page?

2. Who is the audience?

3. What are the main tasks?

Implementation Plan

A comprehensive handoff package for the Stakeholder included these key pieces in order to implement improvements and also have a record of the project, the goals, process, solutions, and recommended next steps as well

• Video presentation of the project overall

• The slide deck from the presentation

• Hi-fidelity prototype that can serve as a guide for staff who will be making these changes using their online web application

• Edits complete with content strategy can be easily copied and pasted from a google doc. addressing the pain points in high priority areas the Stakeholder wanted to specifically address

Recommendations for Next Steps

• Ongoing content strategy with a specialist experienced in government language and laws

• Talking with a technology expert about the feasibility of recommended changes

• Discuss trimming down the historical background section which overwhelms users with stakeholders

Outcomes & Lessons

A single webpage may seem like a small undertaking but when it comes to the government there are many constraints including the legality, precedence, and lack of staff availability. Utilizing specialized participants for the specific subject matter of equity in healthcare is difficult within such a short timeframe not to mention in the middle of a global pandemic. They’re fighting for or inside of the communities hardest hit and are already in the thick of impossible battles. Thinking outside the box is the only way around because change can’t wait when it comes to better health outcomes for underserved communities in need.