SANI THERAPY CENTER

SANI THERAPY CENTER

WHAT IS SANI THERAPY CENTER?

Sani Therapy Center offers a wide range of comprehensive services to meet the needs of children, adolescents, adults, and the elderly. Their professional therapists specialize in providing a variety of therapeutic services.

THE STATUS OF THE PROJECT

The final prototype and wireframe are delivered to the client. The website launched in September 2021.
You can see the updated website here.
PROJECT OVERVIEW

Objective

  • The website couldn’t attract users due to its poor information architecture, and outdated design
  • Users can’t book their therapy sessions, the booking button didn’t work
  • The users couldn’t trust the center due to a lack of information such as Google reviews and team introduction
  • The users couldn’t find team members to see their specialties areas
  • Website wasn’t responsive

Design Goals

  • Attract and retain new patients
  • Intuitive user experience
  • Booking sessions easily
  • Gain users’ trust
  • Save patients’ time
 
DESIGN PROCESS
DISCOVER
We conducted Usability Testing and Comparative/Competitive Analyses, developed the User Journey Map on the existing website, and conducted a comprehensive Online Survey to discover the pain points and develop solutions.
BUSINESS ANALYSIS
Business analysis is the first step in our discovery phase. We intend to answer questions such as:
  • What are your company’s values and mission?
  • How does this project contribute to the goals?
  • Is this the right time for your company to be pursuing this project?

Interview with Staff

Our team interviewed staff at Sani Therapy Center who mainly deal with new patients in order to get a better insight into the problems currently faced by staff and new patients.
We Learned:
  • patients do not use the online schedule appointment platform
  • Staff have to spend too much time on the phone with patients
  • Staff lose valuable time that could be spent on patient care

Company Mission

Providing excellent, comprehensive, and compassionate therapy service to the patients.
I realized that part of the problem is that staff do not believe the existing website can deliver patients’ needs as they find it not compassionate to refer patients to a website that is less than excellent.
We need to not only take input from staff for our design and design an excellent website but also, we need staff to be on board our design decision and truly understand our methodology and design decisions so that they can believe in the value of the website and feel comfortable referring patients to the website.
ONLINE SURVEY & MAJOR OUTCOMES

Insights from the Survey 

To set the research in the right direction, our next step was to craft an online survey to research the experience of our possible users, discover their needs, and unpack the insights.
There were a total of 10 questions. We received a total of 50 responses. We followed up with 3 participants.

MAJOR TAKEAWAYS

  • Typically find a new therapy center through their insurance provider directory
  • General information and clinic location is the first item looked at by the users
  • Insurance acceptance is the main consideration when selecting a new therapy service provider
  • Report positive experiences when information is readily available and easily accessible on the website
  • Primarily use smartphones for accessing medical clinic website
  • A short video about therapy methods would be helpful
INTERVIEW
Follow-up interviews were conducted with 3 of the survey participants.

COMMON RESPONSES

“I try to find a clinic that is close, has good ratings and is a reputable establishment.”
 
“Definitely need to be within my insurance network so it covers all costs.”
 
“Ratings for the physicians is important to me.”
 
“Calling to make an appointment is the easiest but online booking is also convenient.”
Comparative & Competitive Analysis

Top left is Sani Therapy Center current home page, the other ones are local therapy centers that are in North York, ON.

Why side-by-side landing page comparison?

  • Learn which features were the most common on the home page
  • Figure out how other centers prioritized their content

COMPARATIVE ANALYSIS

Major Areas for Improvements

  • Developing easy navigation.
  • Adding a provider’s rating, and education/certifications. Many users are interested to know about the year and colleges that their doctors have attended and in the absence of this information, users seek answers on other platforms such as LinkedIn.

COMPETITIVE ANALYSIS

We evaluated the additional features offered by other centers that could provide a competitive edge to our client.
Addition of new features in the future could be assumed as a next step goal to based on the user’s input and thought the process
DEFINE/ANALYSIS

After my research was completed, I came up with a lot of valuable data and I discovered many problems. The next step in our design process is to analyze the data and define the major design problems that should be addressed in our design. Using the data from research, I define the Persona and develop the User Journey and Scenario.

USER JOURNEY MAP
Empathy Map​

Empathy Map

I tried to have a quick visualization of users feelings, thoughts and needs.

Users thoughts and feelings were analyzed while using the website

  1. The most common first interaction is to check insurance acceptance – This information should be easily accessible.
  2. Users look up the location and they want to find out what services are provided at each location. 
  3. Under the About, users want to see a profile picture and some details.
  4. The “services” and “contact us” pages provide good information.
  5. It is difficult to find where to book an appointment online.

Common User Needs and Pain Points

  • I need the center to be within my network.
  • I need the therapist’s office to be close to my work or home.
  • I need to know the ratings and reviews of the place and the physicians.
  • I prefer online scheduling and services.
  • I need to make sure it is a reputable establishment.
PERSONA
PERSONA

The persona is defined based on the data gathered during the discovery phase.

The website will be redesigned based on Jessica’s needs and preferences.

Meet Jessica

Jessica is a 35 year old mother of a 2 year old daughter. She is a housewife. It is important for her to be able to complete tasks online without spending too much time online.

DEVELOP

According to what Jessica wants

I develop my idea to start my design process. For developing the idea I considered A Scenario to respond to my Persona’s needs, and I conducted the user flow to show her journey through browsing the website.

User Problems

  • Can’t easily check if the clinic is within their insurance network
  • Difficult to browse through available physicians
  • Don’t know how to sign up as a new patient through the website
  • Make sure it is a reputable establishment

Solution

  • Re-evaluate the current website with usability testing.
  • Re-assess user experiences with therapy center in general, navigating through the website, making appointments, etc.
  • Design the therapy center’s website by prioritizing users needs (from the new patient’s perspective):
  1. Being able to find the information easily (available therapists, general info, location)
  2. To check the center is within their insurance network 
  3. Clear guidance and easy navigation
SCENARIO & FLOW DIAGRAM

Scenario

Jessica just moved to Thornhill, ON with her husband and has a new baby on the way in 6 months. She is looking for a new therapy center within their insurance network, close to home, and a reputable establishment with good reviews & ratings. She wants to check if the center accepts her insurance easily on the website and guidance on how to book an appointment as a new patient without spending too much time on the website to get the information she needs.

USER FLOW
INFORMATION ARCHITECTURE

Card Sorting

To learn how to organize the different sections of the website for more intuitive navigation, I conducted 3 remote sessions of card sorting with potential users of the website.

The results from our analysis of the card sorting activity led to the redesign of the information architecture and site map.

​One of the card sortings is presented below.

Site Map

DESIGN

Sketches, Wireframes, and Iterations

IDEATION
Low-Fidelity Prototype

Usability Testing Findings

Designed based on discoveries through user research findings and usability testing:

  1. Clear guidance on where to call to make an appointment 
  2. Easy access to checking insurance acceptance
  3. Easy access to check the rating
Mid-Fidelity Prototype

Usability Testing Findings

1. The user would like to find services summaries in the landing page

2. The user would like to see team members’ specialty quickly 

Iterations

1. Added services summaries section

2. Added team members section 

WIREFRAMING
Mid-Fidelity Prototype
DELIVER
UI DESIGN
Mood Board
UI KIT

Digital Prototype

You can click here to check the Digital prototype.

Mobile Version

REFLECTIONS

How I solved the problem

  • Easy navigation
  • Clear guidance of finding information
  • Feature optimization and content organization
  • Making responsive website 

Recommended next steps

  • Internal dashboard for booking appointment system and online payment
  • Ability to leave a review for the therapists on the website
  • Providing access for all the therapists to the website in order to write their own blog post
  • Making responsive website 
  • Adding online chat feature