LA Care and Blue Shield of California Promise Healthplan are partners in a community resource center expansion project. The goal of the partnership is to improve the health and well-being of Los Angeles County residents.
As the Project Manager and UX Design Lead, I worked with LA Care's Digital team to build a new, stand-alone, co-branded website which serves as a public resource and means of interacting with the center's guests. Some of the existing CRC content from the LA Care site was updated and repurposed, while useful fresh content, features and functionality was incorporated into the new CommunityResourceCenterLA.org website.
Homepage Desktop
UX Research Strategy
We gathered qualitative/ quantitative data and insights, explored deep competitive research and feature comparisons, conducted visitor and staff interviews, 'top tasks' online surveys, A/B testing, and discovery sessions with internal LAC and BSP teams.
• Discovery sessions with LAC and BSP teams to define initial business & functional requirements, user & design requirements, current end-to-end experiences, identified pain points, suggested improvements
• Studied the analytics data of the LAC current site traffic, focused on CRC pages
• Competitive research (looking at Kaiser Permanente, Anthem, Banner Health, United Healthcare, etc)
• Conducted User interviews in English and Spanish (CRC Guests and leadership LAC/BSP)
• Conducted a Top Tasks survey with Operations staff
• Feature comparisons/ user flows : Mobile/DT global navigation systems, Event/class signup user flows, Appointment user flows, alerts /onboarding examples, UI animation screens, above the fold content organization
• Leveraged professional UX knowledge of best practices within our industry
• LAC and BSP Brand Styleguide, voice & marketing is conveyed throughout the site
Homepage UX Wireframe Samples
Final CommunityResourceCenterLA.org website
Final Homepage Desktop & Mobile Designs
