Office of the Patient Advocate Website: Present state and future goals

Contents OPA Demographics Where is everyone going? Current Problems with opa.ca.gov Solutions: Now and for future development Content Design Basics Scan-ability, interactive, sharing. Driving in Users Content, the Social Web. PBGH Proposal

OPA Demographics

Where is everyone going?

Current Problems with opa.ca.gov

Solutions: Now and for future development

Content Design Basics

Scan-ability, interactive, sharing.

Driving in Users

Content, the Social Web.

PBGH Proposal

OPA Demographics 83% new traffic. 83% visit one time. 8% visit two times. 3% visit three times. 3% visit 4-8 times 3% visit 9+ times 49% search traffic 24% referrals 22% direct 21% OPA Home 18% RC portal 61% other (Data from 1-year of web metrics)

83% new traffic.

83% visit one time.

8% visit two times.

3% visit three times.

3% visit 4-8 times

3% visit 9+ times

49% search traffic

24% referrals

22% direct

21% OPA Home

18% RC portal

61% other

(Data from 1-year of web metrics)

Current Problems with OPA.CA.GOV (1) Structure: The Foundation. OPA.gov sits on three separate “foundations.” (1) About OPA, How To Use.., RC Portal Use of difference style sheets, navigation structures, page layouts, page dynamics… All need to be combined to one. How To Use.. Being globalized, one step. “About OPA” section still needs to be globalized. But, needs revisions/reorganization before doing so. HEROIC group page, more usable materials gallery/order form, image gallery, home page redesign, calendar widgets, other redesigns/updates. A non-globalized site without templates is harder to maintain.

(1) Structure: The Foundation.

OPA.gov sits on three separate “foundations.”

(1) About OPA, How To Use.., RC Portal

Use of difference style sheets, navigation structures, page layouts, page dynamics… All need to be combined to one.

How To Use.. Being globalized, one step.

“About OPA” section still needs to be globalized. But, needs revisions/reorganization before doing so.

HEROIC group page, more usable materials gallery/order form, image gallery, home page redesign, calendar widgets, other redesigns/updates.

A non-globalized site without templates is harder to maintain.

Current Problems with OPA.CA.GOV Cont… (2) Navigation: The floor plans. OPA lacks consistent navigation. Expectations not met. “ I am looking for…” does not work. Users are expecting structured navigation on left-side. Confused . Difference between sub-navigation and side-navigation. Confused . Misleading/Non-intuitive link labeling Confused. Keyword boxes. Content easy to understand/good , but hard to find: So users who navigate leave, likely to problems with navigation.

(2) Navigation: The floor plans.

OPA lacks consistent navigation.

Expectations not met.

“ I am looking for…” does not work. Users are expecting structured navigation on left-side.

Confused . Difference between sub-navigation and side-navigation.

Confused . Misleading/Non-intuitive link labeling

Confused. Keyword boxes.

Content easy to understand/good , but hard to find: So users who navigate leave, likely to problems with navigation.

Problems with OPA.CA.GOV Cont… (2) Navigation: The floor plans. Fixing the problem, general overview: Site-wide consistency Consistency between Sub-nav, side-nav. Constant visual feed-back to show the user where they are at. RC Change link color when visited Link Labeling . Confusing “action”-items and Non-intuitive links. Need rephrasing Compare Plans Select the Right Plan Consistent navigation and proper link labeling keeps user on the path for their desired outcome. Repetition of same navigation structure reinforces site layout and structure to user. Keyword boxes: Remove/Redesign; confused for navigation = confused user

(2) Navigation: The floor plans.

Fixing the problem, general overview:

Site-wide consistency

Consistency between Sub-nav, side-nav.

Constant visual feed-back to show the user where they are at. RC

Change link color when visited

Link Labeling .

Confusing “action”-items and Non-intuitive links. Need rephrasing

Compare Plans

Select the Right Plan

Consistent navigation and proper link labeling keeps user on the path for their desired outcome.

Repetition of same navigation structure reinforces site layout and structure to user.

Keyword boxes: Remove/Redesign; confused for navigation = confused user

Designing for Users Basic Page Design Principles Two-way Design: Interactive Page development Scan-ability: Facilitate the will to stay and explore. COBRA 20-28% of content is read during a page visit and decide in 2 to 3 seconds whether to stay on the page or not. More words = less content read; Too much information “ scares” people. Design with this in mind: The Funnel . Create scannable/concise text (for everyone) (static one-way page) Offer options to explore more content (for those desiring more information) ( dynamic two-way page)

Two-way Design: Interactive Page development

Scan-ability: Facilitate the will to stay and explore. COBRA

20-28% of content is read during a page visit and decide in 2 to 3 seconds whether to stay on the page or not.

More words = less content read; Too much information “ scares” people.

Design with this in mind: The Funnel .

Create scannable/concise text (for everyone) (static one-way page)

Offer options to explore more content (for those desiring more information) ( dynamic two-way page)

Designing for Users Basic Page Design Principles Two-way Design: Interactive Page development Cont… Engage Users: Give them what they want, allow them to interact Web users are often selfish . Want two things: Information now: Scan-ability Information catered to them: Dynamic/interactive content Design focus: What are users doing. Designing for use rather than for users is a way to focus design more sharply. Users want maximum benefit for minimum effort. Create structure that allows user to progress rapidly through content. Induce curiosity . Keep them on the page(s), provide interaction. Find the balance : usability. Too complicated/cluttered, users can’t figure out how to use it. Too simple, doesn’t do what they want/need. ( TopMG ) PBGH: Compare Plan/Quality Functions. Health 2.0 search. TRG: Medical Groups/Google Maps Mash-up ? Georgia Health Mashup

Two-way Design: Interactive Page development Cont…

Engage Users: Give them what they want, allow them to interact

Web users are often selfish . Want two things:

Information now: Scan-ability

Information catered to them: Dynamic/interactive content

Design focus: What are users doing. Designing for use rather than for users is a way to focus design more sharply.

Users want maximum benefit for minimum effort.

Create structure that allows user to progress rapidly through content.

Induce curiosity . Keep them on the page(s), provide interaction.

Find the balance : usability. Too complicated/cluttered, users can’t figure out how to use it. Too simple, doesn’t do what they want/need. ( TopMG )

PBGH: Compare Plan/Quality Functions. Health 2.0 search.

TRG: Medical Groups/Google Maps Mash-up ? Georgia Health Mashup

Designing for Users Basic Design Principles Two-way Design: Interaction Page development Cont… Facilitate return visits: Bookmarking and Sharing Allows users to easily save certain pages for returning. Allow users to share information with friends and social networking sites. OPA: Add widget on every page. Sample . RSS Feed/News Letter Allow users to subscribe to content updates. Content arrives in email or their feed/reader service . Sample OPA : No Content to Support features. Need to provide messages frequently over time: Consumer Alerts, Media Releases, a blog with OPA produced “featurettes”

Two-way Design: Interaction Page development Cont…

Facilitate return visits:

Bookmarking and Sharing

Allows users to easily save certain pages for returning.

Allow users to share information with friends and social networking sites.

OPA: Add widget on every page.

Sample .

RSS Feed/News Letter

Allow users to subscribe to content updates.

Content arrives in email or their feed/reader service . Sample

OPA : No Content to Support features. Need to provide messages frequently over time: Consumer Alerts, Media Releases, a blog with OPA produced “featurettes”

Driving in Users Content Content Content Fresh Content – Websites today need to be in the content publishing business. OPA is static. There’s no reason to come back (except every year at Launch). Content needs to be relevant. “Include hard data and real results rather than lofty concepts” ( PHR ). Know your audience. Be timely. OPA needs to be more active , not just relying on outside consultants to facilitate content. A Process: meetings, suggestions. Examples: Health Care Alerts : Taking laws relevant to OPA’s mission and (1) creating media/press release, and (2) creating content on the web. Media Releases: Tying in relevant holidays and events with OPA’s mission/content. Tell California’s what OPA is doing for them (meetings) OPA Blog, Themed Featurettes: “The More you know…”, “Interesting statistics,” “Tips…” Will house Media Releases, and most Health Care Alerts.

Fresh Content – Websites today need to be in the content publishing business.

OPA is static. There’s no reason to come back (except every year at Launch).

Content needs to be relevant. “Include hard data and real results rather than lofty concepts” ( PHR ).

Know your audience.

Be timely.

OPA needs to be more active , not just relying on outside consultants to facilitate content.

A Process: meetings, suggestions.

Examples:

Health Care Alerts : Taking laws relevant to OPA’s mission and (1) creating media/press release, and (2) creating content on the web.

Media Releases: Tying in relevant holidays and events with OPA’s mission/content. Tell California’s what OPA is doing for them (meetings)

OPA Blog, Themed Featurettes: “The More you know…”, “Interesting statistics,” “Tips…”

Will house Media Releases, and most Health Care Alerts.

Driving in Users The Social Web The “Contribution Revolution” - User Contribution System / User Generated Content – The Social Web Users want to share, rate, relate, and read experiences. Two benefits: Company “X” sees what users are discussing directly and can gauge what users want without having to do marketing studies. Company “X” users create content that other users want. Content that drives users: Problem/Solutions, Ratings, feedback on products. Most popular sites are user driven (or have some component): Amazon , Yelp , Facebook, Yahoo! Answers , Craigslist, Twitter, Empowher , Buzzillions , Reddit . Gives users a reason to come back : See answers to their questions, look at user comments and/or ratings, check for similar experiences.

The “Contribution Revolution” - User Contribution System / User Generated Content – The Social Web

Users want to share, rate, relate, and read experiences.

Two benefits:

Company “X” sees what users are discussing directly and can gauge what users want without having to do marketing studies.

Company “X” users create content that other users want. Content that drives users: Problem/Solutions, Ratings, feedback on products.

Most popular sites are user driven (or have some component): Amazon , Yelp , Facebook, Yahoo! Answers , Craigslist, Twitter, Empowher , Buzzillions , Reddit .

Gives users a reason to come back : See answers to their questions, look at user comments and/or ratings, check for similar experiences.

The “Contribution Revolution” PROBLEM OPA has nothing to offer = OPA missing out on large potential in reaching consumers, knowing what they want, and promoting it’s mission. PBGH proposes to link people to sites that rate health plans, that share personal experiences. Fine for non-opa related topics (disease management/health problems) But problematic, two reasons: For topics in OPA’s realm, and Content doesn’t keep users on page/coming back to OPA. Solution Focus : What is not being addressed, what doesn’t already have a pre-existing community, where is OPA’s niche. Driving in Users The Social Web

The “Contribution Revolution” PROBLEM

OPA has nothing to offer = OPA missing out on large potential in reaching consumers, knowing what they want, and promoting it’s mission.

PBGH proposes to link people to sites that rate health plans, that share personal experiences.

Fine for non-opa related topics (disease management/health problems)

But problematic, two reasons:

For topics in OPA’s realm, and

Content doesn’t keep users on page/coming back to OPA.

Solution

Focus : What is not being addressed, what doesn’t already have a pre-existing community, where is OPA’s niche.

The “Contribution Revolution” Solution Problems with Health Plan Forum ( Empowher ) Share personal experiences. Get answers to questions: From “experts,” from peers. Search past questions. Community rates the value of each contribution. User Ratings of Health Plans/Medical Groups (OPA niche) Rate option for each plan (ex: on plan profile pages). Start small: Allow them to rate on scale a of 1-4. Plan for user comments on their rating ( Yelp ). Health Care Community Outreach Forum . Meeting place for HEROIC other CBOs. Discuss outreach tactics, share resources. Driving in Users The Social Web

The “Contribution Revolution” Solution

Problems with Health Plan Forum ( Empowher )

Share personal experiences.

Get answers to questions: From “experts,” from peers.

Search past questions.

Community rates the value of each contribution.

User Ratings of Health Plans/Medical Groups (OPA niche)

Rate option for each plan (ex: on plan profile pages).

Start small: Allow them to rate on scale a of 1-4.

Plan for user comments on their rating ( Yelp ).

Health Care Community Outreach Forum .

Meeting place for HEROIC other CBOs.

Discuss outreach tactics, share resources.

Take a step back: Project Management/Goals Create consistency among foundations Create page templates for new content Force page consistency, reduce new page implementation time Information Architecture: A Process. Be Informed: What do users want from OPA? What is current/possible user behavior? TRG focus group testing results PBGH Proposal ½ of OPA equation, missing patient empowerment Problematic terminology. “Find a doctor…”, “Find a Health Plan” Website Organization: Structure and Schema Content Inventory (current and proposed) Create hieracrchy/taxamony, the sitemap (rough sample About OPA ) Develop proposed workflow based on user profiles. Wireframe if necessary Develop within style guide. Other OPA IT projects. PBGH Organization Proposal

Take a step back: Project Management/Goals

Create consistency among foundations

Create page templates for new content

Force page consistency, reduce new page implementation time

Information Architecture: A Process.

Be Informed: What do users want from OPA? What is current/possible user behavior?

TRG focus group testing results

PBGH Proposal ½ of OPA equation, missing patient empowerment

Problematic terminology. “Find a doctor…”, “Find a Health Plan”

Website Organization: Structure and Schema

Content Inventory (current and proposed)

Create hieracrchy/taxamony, the sitemap (rough sample About OPA )

Develop proposed workflow based on user profiles.

Wireframe if necessary

Develop within style guide.

Other OPA IT projects.