LIFEHOUSE WEBSITEClient: Chris O’Brien Lifehouse

SUMMARY

T IMEL INE

RESPONSIB I L I T I ES

INTEREST ING FACTS

Through interviews, it was

discovered that carers rather

than cancer patients were the

primary website users.

2 weeks from start to finish,

the first week focused on

research, second week focused

on prototyping and testing.

Chris O'Brien Lifehouse is a not-

for-profit integrated cancer

treatment in transition of

migrating to WordPress but their

website was suffering from

information overload.

A second iteration of the website

based off the insights was

designed including: Homepage,

Find a Doctor page and search

results page.

Working alongside another UX

designer, responsibilities included:

• Interviewing patients, carers and

GPs for insights and empathy

• Analysing Google Analytics

• Usability testing of the live site

• Card sorting of site features

• Wireframing and Prototyping the

second iteration of the site.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

The project used the agile methodology and was

planned using the CANBAN method where tasks

were categorised under: Backlog, To-Do, Doing

and Done

Working alongside another UX Designer, I was

responsible for :

• interviewing patients, carers and GPs for

insights and empathy

• analysing Google Analytics which led to the

discovery of carers being the primary audience

of the website.

• usability testing of the live site and card sorting

was conducted to understand how users

interact with the site and identified what

should feature on the site.

• creating a second iteration of the website

based off the insights including: Homepage,

Find a Doctor page and search results page.

This was designed using Adobe XD.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

1 EMPATHY

Research Interviews

• Patients x3

• GP x1

• Carers x2

Online Research

Competitor Analysis

Google Analytics

3 DEFINE

Personas

Objectives

Insights

4 IDEATE

Ideation Session

Mood Boards

5 PROTOTYPE

Whiteboarding

Adobe XD

6 TESTING

Usability Testing

Takeaways

The process

2 TESTING

Usability Testing of Live Site

Card Sorting of features

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Existing Site

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Competitor ResearchLIFEHOUSE WEBSITE

Cincluding:

• Peter MacCallum Cancer Centre

• Royal North Shore Hospital

• Royal Prince Alfred Hospital

• St Vincent’s Private Hospital

• Mater Hospital, North Sydney

• Cancer Council NSW

• Cancer Institute NSW

• MacMillan Cancer Support, UK

• Children’s Cancer Institute Australia

• The Fred Hollows Foundation

All the different elements were then

transferred onto cards to be used for card

sorting.

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Card SortingLIFEHOUSE WEBSITE

Three participants were asked to sort a

series of cards featuring website content for

the homepage into three categories:

• Must have

• Should haves

• Could/not haves

The most popular features can be seen on

the right.

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Google AnalyticsLIFEHOUSE WEBSITE

The Google Analytics gave a lot of insight

into who the actual website user.

The average age of the user was 25-45,

while the average age of a patient was 55.

In addition, the majority of people come

from Google to reach the website.

After interviewing patients, it was

discovered that patients avoid the website

entirely, whilst carers sought information as

they were concerned.

Also insightful, was that the older they

were, the more likely they were to search

for complementary therapy.

Also, the Find A Doctor page had a 60%

dropoff rate, with the hunch that people

gave up finding their doctor on the page.

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Affinity MappingLIFEHOUSE WEBSITE

After analysing the interviews, Google analytics and other research, every point of interest

was put onto a post-it note. An open card sort was then completed, where they were

grouped based on similarity which identified the insight.

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Key Insights

1. When patients are looking for information on the Lifehouse

website, they use the search tool because the navigation has

too many options.

2. Both GP and patients use the website to find out more about

their doctor.

3. Finding directions and transportation options to the

Lifehouse on the website is a difficult task for most users

4. During diagnosis, family feel like they have the responsibility

to research, plan and organise hospital treatments and visits.

5. Many patients found it difficult to access the Living Room

page from the home page

From interviews and other research, 16 insights were discovered.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Other Insights

6. Patients do not trust Google because of

misinformation but most people discover the

Chris O'Brien site by searching on Google.

7. Patients go through multiple screenings and

those that qualify, proceed to urgent care by

the GP directly contacting the relevant

hospital specialist.

8. During treatment, there is an excellent

relationship between the doctor and patient -

able to be contacted directly through phone.

9. Former patients were satisfied with their care

and left with very positive memories that they

reminisce about - they miss that 'good

feeling’.

10. Patients and carers do not use the website

during treatment, only during diagnosis.

11. Parking information is general - no

information on disability, long-term and

pricing. They also wanted to know about lift

access from the carpark and whether there

was access via the lift to all floors

12. Family members want a trustworthy place

with up-to-date research.

13. Patients don’t acknowledge and process

they have cancer (reacting in shock) until

their first appointment.

14. People are looking for an emotional

connection with their treating doctors to

increase the trust factor and reduce their

fear.

15. User testers told us they were interested in

trials. They want details of dates, gender

criteria, eligibility. They want to know about

global trials. They want to know the doctors

doing the trials.

16. Information about Private and Public is

important. This had not been explained to

one patient by their doctor and they were

now being hit with unexpected fees.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Personas

Sarah, 45Carer

Active, Pressured,

Organised, Worried

Richard, 55Patient

Focused, Fighting,

Hopeful, Mindful

LIFEHOUSE WEBSITE

Katie, 23Patient

Unsupported, Nervious,

Unsure

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Persona #1 - Sarah

Sarah, 45Carer

Active, Pressured,

Organised, Worried

Goal

To feel like I know everyone who is involved in treating my

partner and have a real connection with them.

Pain Point

I can’t find enough information on our doctor. I want to see

his photo and understand what he is like as a person.

Needs

I am an overwhelmed and feel useless, I need practical

advise: how to get to the hospital, where to park, how to

plan for my partner’s treatments, and make sure he has the

best medical team.

“

“

“

Sarah, 45, married with grown

children. Her husband has been

newly diagnosed with an

aggressive cancer. She has left

her job to support him.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Persona #2 - Richard

Goal

To be a happy human and get back to the business of living.

Pain Point

I have information overload and I can’t process everything I

need to as I am focused on getting well enough to go

home.

Needs

I need to have a close relationship with my nurse

practitioner so she can explain technical issues and

treatment plans to me.

“

“

“

Richard is 55, married with

three children in their 30s. He is

a retired businessman who lives

with his wife. He is fit and

active and recently diagnosed

with stage 4 prostate cancer.

LIFEHOUSE WEBSITE

Richard, 55Patient

Focused, Fighting,

Hopeful, Mindful

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Persona #3 - Katie

Katie, 23Patient

Unsupported, Nervious,

Unsure

Goal

To feel really supported during my care and between

treatments.

Pain Point

I want to be somewhere more like my home when I am

being treated. The Living Room is good but I miss home. I

want to bring my dog with me to treatments.

Needs

I sometimes feel isolated. I need to be able to text, speak,

call my doctor at any time just in case of an emergency, for

the sake of my emotional and mental health.

Katie is 23, single and studying. She

lives away from her family and lacks

immediate support. She has had

extensive chemotherapy and

radiation therapy. She received her

cancer diagnosis 1 year ago. She

visits the Living Room.

“

“

“

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Ideation Session

An ideation session was held with four

different participants using the 6 Up 1

Up method. This was used for two tasks:

1. How might be improve the doctor

/patient relationship before they meet?

2. How might be make the Living Room

feel more like home.

From this we were able to identify that:

- The Living Room needs to be

featured and beautified

- Patients are carers should have an

opportunity to view the centre

online through VR/AR/360

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Project Tasks

At the end of the first week, the

content was presented to the

Content Marketing team at Chris

O’Brien Lifehouse. Once the

session was completed, the next

steps were listed onto post-it

notes and then voted up by the

Lifehouse staff.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Carer Information Page

Because the “For Carers” page was

brand new, affinity mapping was used

to identify all pieces of possible content.

A closed card sort was then

implemented using the different stages

of cancer treatment as the headings

(pre-diagnosis, during diagnosis, during

treatment, post-treatment, ongoing).

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Prototype

The Updated pages:

- Homepage

- Find a Doctor

- Search Results Page

- Doctor Profile Page

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

Testing

The updated site was tested against

three different users including: 2 carers

and 1 patient.

Through usability testing, they were

instructed to complete the tasks:

- Finding Associate Prof Sydney

Ch’Ng’s biography

- Finding the visitor hours

- Searching for Dr Henry Woo

- Comparing the different mobile

navigation options

- Comparing potential footer updates

- Reviewing the new carers page.

Feedback for these tasks can be found

on the next slides.

Homepage

Changes made:

- Made the hero full width of the screen so they

aren’t distracted by the left menu

- Added 6 quick actions under the hero

- Moved the News + Events section to just below

the quick menu

- Moved the contact information into the footer

under Stay Connected

- Updated the Google Map to be the main map as

Directions are sought after and saved to phone

Feedback:

- A/B test the icons cause they look too techy

- At a living room section emphasising what living

room offers right underneath the news section

Changes made:

- Added filter section which can filter for cancer

speciality or speciality area

- Updated the table to cards which includes more

info like: photo, academic title, special interests,

practice address and years of experience

- A coloured top border indicates what speciality they

are after, e.g. pink is breast cancer.

Feedback:

- Test the coloured border with more people as it

looks a bit distracting.

- Remove practice address as they are only available

at Lifehouse

- Remove years of experience as it can cause

discrimination for younger doctors.

Find a Doctor

Changes made:

• Displayed the number of search results

• Added category filter based search so that the relevant

data pops up first. Please note, this is currently not

available in the plug-in but is a nice to have.

• Search results display the copy where the search term can

be found

• The search term is bold to display it for better scanning

Feedback:

• Make the results show the doctors publications appear

right under the doctor in a similar manner.

Search Results

Changes made:

- Displayed the number of results as 0

- Added did you mean?

- Added Professor as an entity which appears at

top of search

Feedback:

- No negative feedback

Search Results

User Feedback

• All users liked the clarity and hierarchy

of content.

• The doctor, user tester, liked the Specialty and

Special Interest sections being together.

The doctor suggested a section where doctors

could confirm their billing requirements and if

they would support low income regional patients.

• One user suggested a line under the doctor

name which explained their specialty in layman’s

terms.

• Could doctors add video?

• Could their be a download to doctor’s papers/

periodicals?

• Blue text denotes a link, but not all blue text is

clickable. Should the link text colour change?

Doctor Profile Page

User Feedback

The current footer fails accessibility standards

with the blue text on the the grey background. We did

some rough designs looking at alternate colours

and images.

• Users liked the darker text.

• Some users liked the green background, but

they could have been influenced by the darker text.

• Some users liked the aesthetics of the original

image, but preferred an actual photo for

emotional engagement.

• The structure of the categories needs to be

reduced/ considered and tested further.

• The bullet points next to categories need to align

with the first line of text consistently.

Search Results

Option preferred by users.Users preferred the hamburger

menu to the search option. They

liked the bigger hamburger menu.

One user didn’t use the

hamburger icon to search for

contact details.

Users thought the phone icon

might bring up a

contact us page as opposed

to dialling the switch board.

Mobile Responsive Navigation Menu

User Feedback

• All users liked the icons

• Users were unsure of categories and felt there

was some overlap and ambiguity.

• The Living Room could work as a content section,

not as a button. Users felt it needed more explanation.

• Everyone loved the Carer Stories. They liked the

variety of content - ethnic and regional.

Carers Page (new)

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

After analysing the entire content journey,

a total of 16 recommendations were

discovered for the next phase.

Opportunities (1 of 2)

1. Redesign the footer section of the site:

• Create uniformity with the categories at the top.

• Make the text darker to improve accessibility.

• Add bigger bullet points.

• Add in a dynamic image of the building.

2. Review the images on the website for emotional engagement. This comes

across as being an important factor and building trust when we talk to

people in our one on ones.

3. Research and develop a true carer portal. Help carers be the 'champion that

patients need'.

4. Include some video. Bridge the experience gap - show 'what’s it like to walk

in someone else’s shoe’s'.

5. Show people what they can expect at the Chris O’Brien Hospital before they

arrive, eg, 360 video of areas they will be using, especially The Living Room.

6. Add practice hours and doctor availability on the ‘Find a Doctor’ page.

LIFEHOUSE WEBSITE

01. WHAT I DID

02. THE PROCESS

03. EMPATHY

04. DEFINE

05. IDEATE

06. PROTOTYPE

07. TESTING

08. EVALUATION

After analysing the entire content journey,

a total of 16 recommendations were

discovered for the next phase.

Opportunities (2 of 2)

7. Create uniformity of language throughout, especially with technical terms.

8. Build an atomic design library (brand guidelines for the website).

9. Consider mobile responsiveness of the site.

10. Further investigate how to improve the breadcrumb area with the visitor

details and phone number tome it more noticeable.

11. Look at making the Donate Now button consistent.

12. A/B test the home page icons

13. Make the Living Room a feature not a button and have some text explaining

what it does.

14. Improve search to include journals and publications, (curated search) and

auto complete.

15. Look at restructuring and simplifying the ‘For Patients’ drop down menu.

16. Investigate the accessibility of the website (colourblind, vision impaired, etc)