Healthcare (Research Program: Google Analytics, True Intent, Card Sort)
The Situation
Regional Hospital System looking to redesign their online portal and improve its online user experience.
The Solution
KLI recommended the following research program to baseline the current website usage and uncover how well the current navigation structure was meeting the needs of the current site visitors.
- Site Analytics Review
- True Intent Study
- Closed Card Sort
KLI conducted a full site analytics profile of the existing site uncovering insights related to current site usage, visitor behavior, as well as detailed page analysis of the top visited URLs.
Participants for the True Intent study were intercepted directly from the existing website to provide feedback regarding their intentions, how they rate their online user experience, and their brand perception.
Using the current site navigation, we conducted a card sort study to gauge the current effectiveness of the existing navigation.
Overall, KLI was able to identify what is currently working well as well as highlight the opportunities that exist to improve the online user experience.
The data as well as our expertise in the healthcare industry was able to provide recommendations related to:
- Site Analytics (e.g., current customer engagement, content prioritization)
- Key Tasks currently performed on the site (e.g., Bill Pay)
- Current Best Practices within the industry and,
- Ways to improve the current site navigation