Client—Medtronic
Agency—Hero Digital
Role—Senior UX/UI Designer
Goal
The ultimate goal is to reduce the volume of incoming calls. We’ll accomplish that by redesigning the patient’s behavior by turning the FAQs into an engaging experience centered around the patient.
Problem
Users are inundated with an abundance of information due to poorly organized content, leading to a high volume of calls to the call center.
Process
The Design Thinking process was used for this project. It is effective in finding real problems so that we could focus on seamlessly useful solutions.
Full Research (coming soon)
Solution
Empower users throughout their emotional and physical heart care journey by providing timely information and effectively addressing their questions.
Establish Design System
Established colors, typography, components and different elements to be used throughout the website.
Wires
Updated Homepage
The content was organized by Topics, Common Questions, and Moments.
Topics : Different categories relevant to caregivers and patients.
Common Questions : Based on FAQs pulled from analytics.
Moments : Are the different milestones on the patients journey.
Mobile
Search Results
When the user enters a searches term or phrase, the first 8 results will populate on a Search Results page.
Mobile
Answer modal
To keep user on the Search Results page, the answer will be revealed in a modal. The modal will also have 3 additional related questions and to ability to download or share answer.
Mobile
Common Questions page
All the frequently asked questions (FAQs) live on the Common Questions page. The user has the ability to sort through questions/answer by Topics and Moments. Questions and answers can also be filter by subcategory.
Mobile
Final thoughts
Working with a healthcare client was a rewarding experience. Delving into the user’s journey and emotions as they navigate information about their condition was insightful. This insight played a pivotal role in shaping the design of the Heart Device Answers website, ensuring a user-centered approach that considers both the informational and emotional dimensions of their experience.
Full Research (coming soon)
Raquel Cruz 