Change Healthcare
site redesign
Year: 2019 - 21
Year: 2019
Role: UX, Strategy, Project Lead
Leading a full site redesign project for a healthcare software and services company. Unifying Change Healthcare's digital ecosystem, in order to better serve payers, providers, and hospital systems.
The project began with stakeholder workshops, user research, behavioral archetypes and journeys, as well as content strategy, taxonomy, and information architecture to develop initial experience concepts. After conceptual exploration, we crafted a design look and feel, completing a full-scale site redesign, with high-fidelity motion studies and a complete design library to mesh with the Change Healthcare brand language.
The challenge
project brief
Reimagine the future of Change Healthcare's digital experience by unifying their brand and showcasing the reach of their healthcare solutions.
Meeting with Change Healthcare stakeholders for our initial workshop.
Discovery
research and strategy
We met with Change Healthcare for initial workshops to establish our project goals, speak with stakeholders, and map out the complexities of the healthcare ecosystem across audience segments.
In addition to workshopping, we analyzed competitors in healthcare and in parallel industries.
We looked at Change Healthcare's current site experience.
User research
interviews and archetypes
We interviewed a variety of users across the provider, payer, and partner segments of the healthcare landscape, noticing key behavioral patterns and establishing clear audience archetypes from our research synthesis.
Interviewing stakeholders and Change Healthcare customers.
Outlining and accounting for all audience segments in the customer journey.
With our archetypes in mind, we mapped in-depth user journeys for each behavior.
Strategic framework
setting our direction
Our strategic recommendation hinged on a unification of Change Healthcare's digital touchpoints. We proposed a singular healthcare platform that would encapsulate their digital solutions, provide support, and educate customers, ultimately improving overall outcomes and patient care.
Presenting our strategic recommendations and workshopping our site information architecture.
Establishing our experience design principles
UX Framework
taxonomy and navigation
In our taxonomy, site architecture, and navigation, we proposed new ways of organizing and connecting Change Healthcare's solutions with real customer needs, such as "Improving Care" or "Managing Healthcare Costs."
Developing a site architecture and taxonomy that organizes healthcare solutions according to customer needs.
Wireframing
building our foundation
We conceptualized and visualized key templates based on our research and strategic findings, including pages about customer needs, healthcare solution case studies, the organization's suite of products, the Change Healthcare homepage, and a personalized customer dashboard.
Sketching the site navigation and key templates.
Building a navigation that educates about healthcare solutions, while giving customers quick access and support.
Wireframing templates for each of our site sections.
Final product
design and motion
For our final delivery, we sharpened Change Healthcare's brand identity and product architecture, emphasizing simplicity, clarity, and a sense of humanity in healthcare. Our designs showcased Change Healthcare's brand values, inspiring better outcomes and patient care, as well as personalized solutions for customers' specific organizational needs.
Allie Teixeira Riggs
Allie Teixeira Riggs
Allie Teixeira Riggs
Design Researcher and Product Designer
Design Researcher and Product Designer
Design Researcher and Product Designer
Design Researcher and Product Designer