Conducted UX/UI analysis for the client, providing recommendations for improvements and guardrails.
Evaluated the YouCare website to enhance user experience and create a seamless entry point for providers, ensuring alignment with UX best practices.
Context
This POC is for a US-based healthcare provider platform connecting patients with care services and providers under an ACO (Accountable Care Organisation) model.
→ Business Problem
YouCare was struggling to convert both patients and providers. The platform buried critical information behind complicated navigation, generic landing pages, and unclear calls to action. Users couldn’t quickly understand what was offered or how to get started—resulting in drop-offs before any meaningful engagement.
→ My Brief
Conduct an end-to-end UX audit of the existing YouCare platform, identify friction points across both patient and provider journeys, and deliver a proof-of-concept redesign with actionable recommendations the product team could act on immediately.
Redesign Approach
For this POC I followed standard redesign approach and worked on the highlighted points.
UX Research
- Understand current application
- Competitive analysis
- Understand user’s pain points, views, expectations
- Detailed heuristic evaluation
- Define problem areas
- Suggest UX improvements
Improve existing features
& add new features
- Create new information architecture and task flows
- Define personas
- Redesign information flows as per personas.
- Plan for new features
Execution
- Design the wireframes
- Create sample screens
- Collaborate with the development team
- Create high-fidelity mockups and prototypes
- Document components to create design system
- Share assets with dev team
Competitive UX Audit
Conducted simple feature benchmarking exercise to understand the offerings from other market players for Patients as well as Providers.
This exercise helped to illustrate the clear focus of competition with respect to user groups and what features should YouCare have.
Patient Offerings
Provider Offerings and some common offerings
Feature Maturity
This is feature maturity only, not to be confused with UX maturity
Recommended Features
Providers
- Provider services
- Provider registration and verification
- ACO reach models & details
- Pay for performance
- Other financial benefits and offers
- How to connect with ACO reach (Process Guidance)
- Other providers tie-ups
- Account management
- Insurance plans
Patients
- Care services/offerings
- Find care
- Appointment scheduling
- Extended/private care options
- Urgent care requests
- Billing options
- Patient eligibility
- Health risk assessment
- Network advantage details
- Location and facility listing
- Insurance plans
Heuristic Evaluation
- Landing screen are generic where the emphasis is on Text and images, not on rsona-centric data and CTAs.
- Clear highlights about the services offered needs to be added
- Hidden navigation menu options – Navigation needs to be upfront
- Poor information architecture and categorization disturbing information hierarchy.
- User has to go through complicated navigation to reach expected information
- As seen in this example, clicking on
- ‘Get Care Now” on landing page should take user to information which will help to get care quickly, instead they see a huge image in the first fold and four icons being the services types
- Icons and Text are hard to read; it seems they are clickable while they are not
Heavy usage of visual images distract the user’s focus. They are not needed on all screens. By having big images on first fold we lose a very valuable real estate on screen.
- User should always know where they are at all times
- Adding a breadcrumb here will be helpful
Some other concerns
- Very limited and hidden options for contact
- No option for quick help/query resolution
- Globalization is missing (Language and Region choice for users)
- Details about how the overall process works are only present under FAQ
All through the site it was observed that the users may find it hard to read the desired information quickly. Every “Call to Action” (CTA) takes them to new screen where they view a big image first place. This needs to be improved to better the User Experience.
UX Recommendations
- Landing page with a clear message about vision and mission for the respective ser groups are recommended.
- Accessible and easy to understand Navigation System within the website
- Clear distinction about services/offers/benefits and details for the respective user groups is required
- Scope to improve overall information architecture and categorization
- Information should be segregated as per target persona/user groups to keep the user’s focus intact
- Clear and upfront persona specific calls to actions are required
- Wise use of visual images, videos, etc. can be combined with limited text to represent information
- Simpler way with limited steps for any type of process
- Consistent visual hierarchy can be introduced
- Error prevention and easy options to return the previous state should be always available
- Accessibility, Responsiveness, Multi-device support, Globalization are required features
- Quick connect/help should be always available
- Details about testimonials, locations should be mentioned in a concise manner
Focus areas for redesign
Sample Screen
Accessible and easy to understand navigation system within the website
Clear and upfront persona specific CTA
Information segregated as per target persona
Quick connect/help available