Problem

CLIENT-PRESENTED ISSUE
SFHN provides connections to healthcare facilities, enrollment information about medical insurance, and resources for insurance and payment programs. To help alleviate the workload of busy enrollment workers, they rely heavily on their website for information and often direct their clients to their website.

The problem is finding the right information on their website is time-consuming and stressful for both clients and enrollment workers. SFHN wants to understand how they can provide easy access to information to help build trust and reliability within their clients.

Sneak Peek of the Final Prototype

Research + Problem Scoping

My team and I had a lot of research ahead of us. We needed to understand how medical insurance enrollment works, eligibility, the process of enrollment, how SFHN operates, and their role in this picture. So, we set out on several avenues to get as much information as we could.

EXISTING SFHN SCREENS
We also identified strengths and weaknesses in the existing website.

Strengths:
1. Great video to showcase SFHN Culture.
2. Beginnings of blocking/chunking information.

Weaknesses:
1. Video takes a while to load, most visitors scroll past or navigate to a different page without watching.
2. Spreadsheet layout for the same Hours of Operation.
3. Text-heavy, making scanning difficult.

DEFINING TARGET AUDIENCE
It was imperative that we understood all the different populations SFHN served. Based on our research and meetings with SFHN, we decided our target audience would be SFHN’s clients—San Franciscans, from varying educational backgrounds, regardless of immigration/citizenship status, with or without insurance, and who speak/read English, Cantonese, Mandarin, Spanish, Russian, Tagalog, and/or Vietnamese.

DEFINING OUR DESIGN GOALS
Once we defined our target audience, it was time to decide what our goals for this project were going to be. Based on all our information thus far, our goals were:

1. Help build trust + reliability between SFHN and their clients.

2. Provide easier ways to find the right information.

UX Design Process

6. // Hi Fi Screens

Design Decisions

The design decisions my team and I made addressed our goals that we defined in the beginning of our process.

Our goals + our design decisions that support them:
1. Help Build trust + reliability between SFHN and their clients.

• Making SFHN’s Caring Culture clear by focusing on Who they are, What they offer, and Who the serve, right on the homepage.

• Promoting the number of amazing clinics, hospitals, and programs within their network on the homepage.

• Incorporating accurate Enrollment + Eligibility information from their print materials onto their enrollment page.
  

2. Provide easier ways to find the right information.

• Chunked relevant information and organized the flow of content to improve scannability and understanding.

• Renamed navigation options to remove misleading wayfinding.

• Created a central locations page for visitors to find the most convenient locations for themselves.

Design Validation + Challenges

We tested our Hi Fi screens. Participants completed the tasks quickly and found the interactions to be simple.

CHALLENGES
During our research process, we weren’t able to interview or observe the certified enrollment workers due to time constraints. They play a huge role in this process, and if we had the opportunity, I’m sure we would have gained more insight and possibly a whole different set of pain points to address and design for. If given the time, I would return and include more research from these interviews and observations.