Redesigning the user experience and user interactions of Kaiser Permanente Hospital group’s website that has around 1M visitors per month.
Role: Senior UX Producer
As a part of one of the upcoming interaction agencies in the heart of San Francisco, Redshift Digital Inc., I worked with a team of UX designers, visual designers, usability researchers, and an engineering team to produce the interaction design elements and visual compositions for Kaiser Permanente’s new responsive website, which is used by 10 million members. See it here.
Our team was hired to conduct usability studies, produce UX & visual designs, then deliver a responsive prototype, while Kaiser Permanente internal teams started developing their new website, which were going to be used by their members as well as their prospective clients.
On a weekly basis, we worked directly with Kaiser Permanente teams related to each part of their platform, went through requirements, designed wireframes, produced lo-fi & hi-fi click-through prototypes, conducted usability research studies with members and prospective members, then delivered a fully responsive prototype in compliance with Web Content Accessibility Guidelines (WCAG).
I co-managed our team with Redshift Digital’s top management throughout the process and I was responsible running our strategic Monday morning meetings, where we set deadlines and deliverables for our internal teams of research, UX, UI, and dev. While working with our team on each deliverable, I was also co-running our working sessions with KP design teams, and being a liaison between our talent, executive team and KP management. At the end of each week, we delivered our working prototype with that week’s proposed changes, then collected feedback from KP teams. Our weekly sprints were fast-paced and throughout the week we’ve received many requests & changes from different KP product and marketing teams.
It was a great experience working with a large team to deliver a massive web platform used by millions. Below, you can get a hint of the elements of the project. Due to client confidentiality, some images may be blurred.
Below assets are blurred to protect client confidentiality.
The challenge of developing interaction design elements and building a platform that is used by pretty much all user types, age-groups with different levels of tech savviness is finding balance. The balance between using every cool interaction element adapted by today’s top-notch tech platform vs. building something that complies with accepted usability standards making sure that anyone who uses your product will be able to understand its function and will achieve their user goals. We went back-and-forth between dreaming big and making the platform very simple and easy to use.
Putting the end user in mind always set the boundries for creating interaction design elements. KP’s existing clientele and the average users in the U.S. helped us draw our lines for the user interaction guidelines for the entire project.
Our lo-fi & hi-fi click-through prototypes communicated our interaction design ideas with our client as well as testing them with end users before going into producing pixel-perfect comps.
Our team collaborated with all of the related KP teams (marketing, branding, UX, et al.) to create a visual language for KP users that synthesizes the classic principles of good design with the innovation and possibility of technology and science.
We chose Gotham, an extremely large typeface family featuring four widths, eight weights, and seperate designs for screen displays. As a result, we were able to utilize all the available styles for different interfaces.
We worked with KP branding and marketing teams to make a final decision on color palette of the platform and make it one of the best looking health platforms in the country.
It was a long marathon. I enjoyed every bit of this project and learned about the challenges of re-designing a large platform with many stakeholders and millions of users. Please send a note if you’ve worked on similar projects. I’d love to read about it.