Website Heal Thyself: Creating a Patient-Friendly Web Experience
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WEBSITE, HEAL THYSELF: Creating a Patient- Friendly Web Experience
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A quick review of the custom taxonomy that powers UFandShands.org and the results of the site launch, leading to a 700% increase in patient appointment requests. Presented during the Case Studies session and the Healthcare Experience Design conference in Boston, March 2013.
Transcript of Website Heal Thyself: Creating a Patient-Friendly Web Experience
WEBSITE, HEAL THYSELF:Creating a Patient- Friendly Web
Experience
About Myself
• Content Strategy• Content Theory• Accessibility• Usability• Optimization
UF&Shands
UF AHC RedesignUF AHC Redesign
UF AHC RedesignUF AHC Redesign
Shands.orgShands.org
The Problem
Labyrinth of InformationLabyrinth of Information
Patient-FocusedPatient-Focused
TAXONOMYBASED ON DEPARTMENTS, SPECIALTIES, AND SUBSPECIALTIES
TAXONOMY
TAXONOMY
TAXONOMYTAXONOMY
TAXONOMY
Directing Patients to the Central Site
…the big orange button
…the big orange button
…the big orange button
…the big orange button
Website User Behavior:
Pages Per Visit(how many pages are viewed in a 30 minute visit)
Site Average:
2.42
Website User Behavior:
Pages Per Visit(how many pages are viewed in a 30 minute visit)
Site Average:
2.5
10.5Patients:
Website User Behavior:
Visit DurationPatients:
12 minutes, 2 seconds
Site Average:
2:11
UFandShands.org Analytics Q3 CY2012 Update:UFP and Shands
Site LaunchSite Launch
319319
UFandShands.org Analytics Q3 CY2012 Update:UFP and Shands
May (pre-launch) June Q3 2012 Monthly Avg.
Monthly Appointment
Requests136 450 638
Patients 15 121 237
Accounts 33 194 425
230%
42%
706%
488%
119%
96%
Mobile Visitor Growth: 2010-2013
Desktop Mobile
Avg. Pages per Visit 2.83 1.58
Avg. Time of Visit 2:29 1:35
Bounce Rate 51% 75%
Percentage of Appointment Goal
Completions88% 12%
Engagement: Mobile vs Desktop
Desktop Mobile
Avg. Pages per Visit 2.83 1.58
Avg. Time of Visit 2:29 1:35
Bounce Rate 51% 75%
Percentage of Appointment Goal
Completions88% 12%
Goal: Improve Key Performance Indicators
TITLEThe New
UFandShands.org
Mobile Experience
TITLEThe New
UFandShands.org
Mobile Experience
TITLEThe New
UFandShands.org
Mobile Experience
HEALTH TOPIC
TITLEThe New
UFandShands.org
Mobile ExperienceLOCATIONS
TITLEThe New
UFandShands.org
Mobile ExperienceLOCATIONS
TITLEThe New
UFandShands.org
Mobile ExperiencePROVIDERS
Results
19.5%
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