Industry
Industry
Industry
Health Care
Health Care
Health Care
Services
Services
Services
UX Design, Information Architechture, Business Strategy
UX Design, Information Architechture, Business Strategy
UX Design, Information Architechture, Business Strategy
MyNovant Health Language Redesign
MyNovant Health Language Redesign
MyNovant Health Language Redesign
Search Optimization for the Multilingual Patient Journey
Search Optimization for the Multilingual Patient Journey
Search Optimization for the Multilingual Patient Journey
Problem
Problem
Problem
For 25M+ Americans with Limited English Proficiency (LEP), navigating digital healthcare is a source of anxiety. that has contributed to misdiagnosis and patient non-compliance.
The current "Find a Doctor" flow buries language concordant providers for a user under excessive layers of navigation. This creates has lead to patient leakage and increased need for translation support during appointments.
For 25M+ Americans with Limited English Proficiency (LEP), navigating digital healthcare is a source of anxiety. that has contributed to misdiagnosis and patient non-compliance.
The current "Find a Doctor" flow buries language concordant providers for a user under excessive layers of navigation. This creates has lead to patient leakage and increased need for translation support during appointments.
For 25M+ Americans with Limited English Proficiency (LEP), navigating digital healthcare is a source of anxiety. that has contributed to misdiagnosis and patient non-compliance.
The current "Find a Doctor" flow buries language concordant providers for a user under excessive layers of navigation. This creates has lead to patient leakage and increased need for translation support during appointments.
Business Goal
Business Goal
Business Goal
By optimizing the "Find a Doctor" flow to transform language preference from a hidden element to a primary care requirement, will increase digital appointment completion for multilingual users by 20%, while also increasing medical communication confidence for users.
By optimizing the "Find a Doctor" flow to transform language preference from a hidden element to a primary care requirement, will increase digital appointment completion for multilingual users by 20%, while also increasing medical communication confidence for users.
By optimizing the "Find a Doctor" flow to transform language preference from a hidden element to a primary care requirement, will increase digital appointment completion for multilingual users by 20%, while also increasing medical communication confidence for users.
Current Experience on MyNovant
Current Experience on MyNovant
Current Experience on MyNovant
Strategy & Solution
Strategy & Solution
Strategy & Solution
The Information Architecture was redesigned to eliminate the search for buried information. By moving language from a hidden field to primary search. Total mental steps from search to booking were reduced, directly addressing the main issue multilingual users face when seeking a provider.
The Information Architecture was redesigned to eliminate the search for buried information. By moving language from a hidden field to primary search. Total mental steps from search to booking were reduced, directly addressing the main issue multilingual users face when seeking a provider.
The Information Architecture was redesigned to eliminate the search for buried information. By moving language from a hidden field to primary search. Total mental steps from search to booking were reduced, directly addressing the main issue multilingual users face when seeking a provider.
Updated User Flow
Updated User Flow
Updated User Flow
Final Prototype & Projected Outcomes
Final Prototype & Projected Outcomes
Final Prototype & Projected Outcomes
Increased Patient Retention
Increased Patient Retention
Increased Patient Retention
By ensuring a language match prior to the appointment is booked, is projected to reduce the rate of canceled appointments and low medical confidence. While also bringing improved communication between a patient and provider.
By ensuring a language match prior to the appointment is booked, is projected to reduce the rate of canceled appointments and low medical confidence. While also bringing improved communication between a patient and provider.
By ensuring a language match prior to the appointment is booked, is projected to reduce the rate of canceled appointments and low medical confidence. While also bringing improved communication between a patient and provider.
Search Success Rate
Search Success Rate
Search Success Rate
This design is projected to reduce the time spent on searching so the user can discover the most suitable provider in one search instead of multiple.
This design is projected to reduce the time spent on searching so the user can discover the most suitable provider in one search instead of multiple.
This design is projected to reduce the time spent on searching so the user can discover the most suitable provider in one search instead of multiple.
Industry Standing
Industry Standing
Industry Standing
By offering an inclusive search it is projected that Novant could stand as a provider of choice for LEP and multilingual communities.
By offering an inclusive search it is projected that Novant could stand as a provider of choice for LEP and multilingual communities.
By offering an inclusive search it is projected that Novant could stand as a provider of choice for LEP and multilingual communities.
Takeaways
Takeaways
Takeaways
This study/redesign is an example that inclusive design is a clinical necessity. Transforming a difficult discovery into a gateway that helps LEP communities to seek proper care with confidence. By aligning language and communication accessibility with strategic goals, we can improve patient retention and company success.
This study/redesign is an example that inclusive design is a clinical necessity. Transforming a difficult discovery into a gateway that helps LEP communities to seek proper care with confidence. By aligning language and communication accessibility with strategic goals, we can improve patient retention and company success.
This study/redesign is an example that inclusive design is a clinical necessity. Transforming a difficult discovery into a gateway that helps LEP communities to seek proper care with confidence. By aligning language and communication accessibility with strategic goals, we can improve patient retention and company success.