L.A. Care Health Plan 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 UX Design Lead and Project Manager, I worked with L.A. 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 Community Resource Center's guests. The objective for the site was to increase traffic to the website and center locations by creating a one-stop self-service wellness and health environment. 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.
L.A. Care Healthplan received the 2023 Web Award for Health Care Standard of Excellence.
Community Resource Center (CRC) Homepage
Final CommunityResourceCenterLA.org website
Homepage (Desktop & Mobile)
Classes & Events (Desktop & Mobile)
A streamlined, user-friendly Registration and Reservation process was designed enabling visitors to sign up for classes and events at their local Community Resource Center.
Class Registration & Reservation User Flow
Schedule Your Visit - Filter & Sort (Desktop & Mobile)
Sitemap & Mega Menu (Desktop & Mobile)
Challenges
One of my biggest challenges was building relationships across all levels of organizations for two separate companies while managing multiple, often competing business objectives. To ensure that the right stakeholders were present and that meeting objectives were clearly defined and achieved, I dedicated extra time to meeting preparation with clearly defined goals. I was fortunate to work with respectful and professional colleagues who understood the importance of keeping the website project on track and on schedule.
Homepage / Classes & Events - UX Wireframe Samples
UX Research Strategy
I 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.
• Several Discovery sessions were needed for LAC and BSP teams to define initial business & functional requirements, user & design requirements, current end-to-end experiences, identified pain points, suggested improvements
• Analyzed data of the LAC current site traffic, with a focus on current CRC content and pages
• Our team did extensive competitive research; noting current systems and features for medical Healthcare companies and Fitness companies that had signup and registration experiences.
• Gathered qualitative data by conducting 12 User interviews in English and Spanish for CRC Guests and Leadership at L.A. Care and Blue Shield Promise
• Conducted a Top Tasks survey with Operations staff
• I lead and executed multiple designs for feature comparisons, user flows for global navigation systems, Event/Class signup user flows, appointment user flows, alerts, onboarding examples, UI animation screens, above the fold content hierarchy organization
• My User Research data and L.A. Care's Focus Group findings were analyzed, synthesized and translated into actionable insights and recommendations which I presented and distributed to both LAC and BSP teams
• I leveraged professional UX knowledge of best practices within our industry
• LAC and BSP Brand Styleguide, voice & marketing is used throughout the site
Interview Strategy
• Include regular Resource Center visitors from several office locations, Operations' staff and Leadership
• Determine value of existing programming at the Centers
• Discover interest in new services that can be offered at the Centers
• Expectations for the new Locations
• Personal experiences and views
• Experience and familiarity with current LACare.org CRC page content
• Discover interest in new website features and capabilities
• Recommendations for improvements to the Centers and Services
• Visitor and Employee pain points
UX Research Samples
Focus Group Findings
User Persona Samples
Heatmap Findings
Content Category Exploration
