UX Research: Website Redesign

The Project

We partnered with the Visiting Nurse Service of New York to redesign their website.
I worked on the project at ExpandTheRoom in the role of Experience Designer.

The Challenges

  • There were a lot of stakeholders who wanted to be heard. We knew that past projects had gone poorly because the right people were not included in the decision-making process.

  • Part of our job was to determine if the three separate websites they had should remain separate or be combined in some way.

  • VNSNY has a lot of different audiences that they need to communicate with, and all require different tones and tactics to most effectively engage with them: patients, caregivers, nursing employees, professional nursing staff, doctors, and more.

My Role

My role on this project was researcher and UX design lead. I was also responsible for the information architecture and content strategy work on this project.

How we got there:

  1. Stakeholder & user interviews

  2. Content inventory

  3. Content audit

  4. Gap Analysis

  5. Content Analysis, Strategy, & Recommendations

  6. Voice & Tone Guidelines

  7. Sitemap & Site Navigation

  8. Page Layout Wireframes

Deliverables

Discovery Findings Report
Content Audit Matrix
Content Gap Map
Content Strategy
Voice & Tone Guidelines
Sitemap
Desktop Prototype
Mobile Prototype

After finding out that much of the content across the three existing websites was duplicative, we recommended that VNSNY consolidate and combine that comment onto their main website for maximum benefits in brand and services awareness, recognition, and findability. Within three months following the launch of the single, unified website, VNSNY saw a net increase in traffic of approximately 20%.

Outcomes