Kindred at Home site
Client: Kindred at Home
Role: Design lead (UX, UI, research, writing). Collaborating with researchers, writers, technologists, developers, and testers.
Overview
The largest home healthcare provider in the U.S. needed a new website. I led the UX and UI design, while partnering with researchers, copy writers, client stakeholders, technologists and development and directly with Kindred's leadership team. The resulting site makes it easier for customers and partners to engage with Kindred at Home and find the information they need. My modules, patterns, and templates simplified complex interactions and set the client up for an easy content management experience.
Thanks to extensive interviews, we had clear priorities to tackle
A detailed opportunity matrix helped us select which features to build first
Discovery and research
Our team conducted a great deal of research for this project: competitor audits, opportunity matrices, user personas, user task flows, as well as dozens of customer and client interviews. Compiling all of this information was critical to charting our course for the project and determining how Kindred's customers interacted with them, and how we could make improvements. Having the voices of users and customers available was key to my design process. Deciding what content to include and how to present it came down to real feedback and not guesswork.
Site map for the initial launch architecture
The wireframing stage helped test and explore a variety of flows and modules
Systems and components
Developing a full design system and language for the site was a collaborative effort. I worked with the internal creative team at Kindred to understand their existing brand and then made simplifications and enhancements. After running accessibility tests on their brand colors, I made adjustments to ensure we had great contrast across the board. As many of Kindred's users have vision impairment, I created a type hierarchy that was punchy and easy to read.
The initial wireframes for the site focused on building a clear information architecture, global site map, and content priority for each page. With a large group of stakeholders and collaborators, I ensured we maintained a clear strategy through several rounds and revisions.
Dozens of modules and page templates were designed to drive the population of hundreds of eventual pages
Putting it all together
Simplicity was my north star as I designed the various components and modules. When features like search, modal sequences, content libraries, featured articles, or calls to action were needed, I worked to use similar patterns across all pages. As the component kit took shape, I developed mobile and desktop versions for each, to make sure the site looked great on any device. I worked with a five-person development team in an Agile format. We ran parallel design and development sprints, and then did testing and QA after each.
Find care sequence: (1) prominent linked modules throughout site, (2) service area search, (3) service results accordion modules
Ask about care sequence: (1) quick global access, (2) four options for contact, (3) call-back flow, (4) email flow, (5) confirmation details
Careers sequence: (1) Categories and general information, (2) Job search and results, (3) Job posting and application flow
Resource library sequence: (1) primary link on families and caregivers page, (2) tools and resources search, (3) search results, (4) gated content flow, (5) resource article
Results
Our team delivered above-and-beyond this project's scope. We worked very hard to create and build a quality product, and we were able to hit an aggressive release target of only a few months. When you have a team of people who deeply care about quality and usability, the difficult questions get asked, complex problems get solved, and ultimately business grows. Kindred's customers now benefit from the craftmanship and research our team put into their product. And I hope it makes their lives a little easier.