"New Hospitals" is a 285-bed, multi-disciplinary clinic built in compliance with European standards, which has been offering patients high-quality inpatient and outpatient services since 2011. The company has been among one of the key player in the market since its founding date.
I had the chance to work on the website design of this amazing company, which was already using social tools and plug-ins to provide booking and Q&A services for its existing and new clients.
The main goal was to create a fully-functional website that would take hundreds of bookings a day + satisfy all client needs in one space.
After getting all the necessary information from the stakeholders I started creating Empathy Map in order to have everything clear. I wanted to exactly know what users feel, what they say, and what they do.
While working on the designs - I had stakeholder meetings every 2 weeks. The office was inside the hospital and I came up with the GREAT IDEA! after each meeting I would stay near the reception and find real clients on-site. I chose only ones who were not in trouble at the moment and had time to talk. I asked them a few well-calculated questions to collect additional information for my UX process.
At the same time, I was working on the different types of flows, we only created flows for the most important cases which were: booking and getting information about doctors. Finally, after working on the whiteboard and sketching different ideas we had a final sketch of the flow.
I already had brand identity colors, logo, and typography ready to start working on UI (this project was the top priority for the company and they needed it ASAP). I made different variations of the website style and after a few iterations, we agreed on the more simplistic and informational version.
I had strong working communication with the development team of this project - It is always an easy and fun process for me because I have a strong understanding of programming and markup languages. (HTML5, CSS, SAAS, C#, .NET & different plugins)
For tracking and controlling analytics, it was my strong recommendation to used Hotjar or VWO for heatmaps, session recordings, and funnels with Google Analytics.
I've also created a matrix of the most and rarely used features of the website which gave us a deep understanding of what this medical center can focus on in its future steps.
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The website is used by thousands of users each week
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It was redesigned and now provides all the necessary information users needed before.
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Users can book online or physical sessions in less than 3 minutes.