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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.

Published in: Technology, Design
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Website Heal Thyself: Creating a Patient-Friendly Web Experience

  1. 1. WEBSITE, HEAL THYSELF:Creating a Patient- Friendly Web Experience
  2. 2. About Myself• Content Strategy• Content Theory• Accessibility• Usability• Optimization
  3. 3. UF&Shands
  4. 4. UF AHC RedesignUF AHC Redesign
  5. 5. UF AHC RedesignUF AHC Redesign
  6. 6. Shands.orgShands.org
  7. 7. The Problem
  8. 8. Labyrinth of InformationLabyrinth of Information
  9. 9. Patient-FocusedPatient-Focused
  10. 10. TAXONOMYBASED ON DEPARTMENTS, SPECIALTIES, ANDSUBSPECIALTIES
  11. 11. TAXONOMY
  12. 12. TAXONOMY
  13. 13. TAXONOMYTAXONOMY
  14. 14. TAXONOMY
  15. 15. Directing Patients to the CentralSite
  16. 16. …the big orange button
  17. 17. …the big orange button
  18. 18. …the big orange button
  19. 19. …the big orange button
  20. 20. Website User Behavior:Pages Per Visit(how many pages are viewed in a 30 minute visit)Site Average:2.42
  21. 21. Website User Behavior:Pages Per Visit(how many pages are viewed in a 30 minute visit)Site Average:2.510.5Patients:
  22. 22. Website User Behavior:Visit DurationPatients:12 minutes, 2 secondsSite Average:2:11
  23. 23. UFandShands.org Analytics Q3 CY2012 Update:UFP and ShandsSite LaunchSite Launch319319
  24. 24. UFandShands.org Analytics Q3 CY2012 Update:UFP and ShandsMay (pre-launch) June Q3 2012 Monthly Avg.Monthly AppointmentRequests 136 450 638Patients 15 121 237Accounts 33 194 425230% 42%706%488% 119%96%
  25. 25. Mobile Visitor Growth: 2010-2013
  26. 26. Desktop MobileAvg. Pages per Visit 2.83 1.58Avg. Time of Visit 2:29 1:35Bounce Rate 51% 75%Percentage of AppointmentGoal Completions 88% 12%Engagement: Mobile vs Desktop
  27. 27. Desktop MobileAvg. Pages per Visit 2.83 1.58Avg. Time of Visit 2:29 1:35Bounce Rate 51% 75%Percentage of AppointmentGoal Completions 88% 12%Goal: Improve Key Performance Indicators
  28. 28. TITLEThe NewUFandShands.orgMobile Experience
  29. 29. TITLEThe NewUFandShands.orgMobile Experience
  30. 30. TITLEThe NewUFandShands.orgMobile ExperienceHEALTH TOPIC
  31. 31. TITLEThe NewUFandShands.orgMobile ExperienceLOCATIONS
  32. 32. TITLEThe NewUFandShands.orgMobile ExperienceLOCATIONS
  33. 33. TITLEThe NewUFandShands.orgMobile ExperiencePROVIDERS
  34. 34. Results19.5%
  35. 35. Jeff Stevensjstevens@ufl.edu | @kuratowa

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