Introduction

This overview details the comprehensive redesign and optimization of the "Find Doctors & Locations" feature on the Kaiser Permanente customer website platform. The primary goal of this project was to enhance user experience and improve the efficiency of locating healthcare providers and facilities.

The previous iteration of this feature operated on legacy systems, which resulted in performance issues and limited scalability. Users frequently encountered delays and difficulties accessing accurate information due to the outdated infrastructure. To address these challenges, the project focused on modernizing the platform to better meet user needs.

The newly redesigned "Find Doctors & Locations" feature leverages advanced technology to deliver faster load times, more accurate search results, and a more intuitive user interface. A key enhancement is its responsive design, which ensures the feature adapts seamlessly to any mobile device. This allows users to easily search for doctors and facilities across smartphones, tablets, and desktops, providing a consistent and effective experience on all devices.

This overview explores the design and development process, highlighting how these enhancements contribute to a more user-friendly and accessible digital experience, in alignment with Kaiser Permanente’s commitment to high-quality digital services.

Role

Product Designer

Company

Kaiser Permanente

Responsibility

As a UX Product Designer for this project, my responsibilities included collaborating closely with the principal designer to lead the redesign and optimization of the "Find Doctors & Locations" feature, creating multiple high-fidelity prototypes, developing components and design patterns, and working with the research group to test and refine these prototypes.

Objectives

The main objective of this project was to enhance the user experience and efficiency of the "Find Doctors & Locations" feature by modernizing the platform, improving performance, and ensuring seamless, responsive functionality across all devices. This involved creating detailed functional specifications, collaborating closely with developers and engineers, and integrating user feedback to refine and optimize the feature.

Challenges

• Legacy System Constraints: Overcoming the limitations of the outdated infrastructure, which impacted performance and scalability, required a complete overhaul to support modern features and functionality.

• Integration with Existing Systems: Ensuring seamless integration of the redesigned feature with existing systems and databases posed technical challenges, necessitating careful planning and coordination with developers and engineers.

• Responsive Design: Adapting the feature to provide a consistent and intuitive user experience across a wide range of devices and screen sizes involved addressing various design and technical issues.

• User Testing and Feedback: Gathering and incorporating user feedback during testing required balancing diverse user needs and preferences while refining the prototypes and design solutions.

• Collaborative Workflow: Coordinating effectively with the principal designer, developers, and engineers to align on design specifications, functional requirements, and project timelines presented logistical and communication challenges.

  Performance Optimization: Improving load times and overall performance while maintaining high-quality user interactions demanded rigorous testing and optimization strategies.

Duration

Over 3 full sprints

Team Members

I was the UI Designer, collaborating with one Creative Director, more than five Product Owners, over ten Business Stakeholders, one Lead Designer, and two Research Team Members.