client: chris o’brien lifehouse
TRANSCRIPT
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)