Health Care Information Architecture

Kaiser Permanente, the largest health insurer in California, desired an updated and cohesive experience across all their consumer web presences. Their offering is unique in that they provide both insurance and healthcare. As a result, consumers need well organized content to manage both aspects. This includes information for the prospective member and secure tools for the member. Close collaboration with key client partners as well as a user centered approach was key.

Ask Rework outdated public-facing online experience, strategy & implementation

Role Lead experience architect

Responsibilities

• Collaborated with user research team to conduct user interviews

• Lead rapid design labs with client partners to foster buy-in

• Collaborated with research team to complete pressure test analysis

• Created personas, scenarios and conceptual model for new experience

• Outlined organizing principles and high level site map

• Contributed to roadmap and phasing plan

• Created page flows and wireframes for web interface

• Created UI specification documentation to guide development and QA

• Art directed visual design

  
  

First, I conducted stakeholder interviews to determine user pain points and changing business needs. In-depth-interviews and bulletin board focus groups were used to gather additional information. Using these insights I evolved the established user models. The personas I had developed for the previous iteration were refreshed along with the scenarios that illuminated the thought process and desires around key tasks. These included accessing health records, communicating with physicians, managing billing and switching health care plans. Using this information I outlined the experience principles and the conceptual model.

To foster buy-in and ensure the work aligned with the user’s mental model and business objectives I lead a rapid design lab. During these sessions I involved client partners in the development of organizing principles and information architecture. This was then validated with users who provided feedback and completed a card sorting exercise.

Next, I created wireframes and page sequences and for key flows. During this work I lead iterative rapid design labs with client partners. I facilitated discussion and sketching sessions to define page templates. This work was stress tested with the experience principles, user scenarios and user testing.