Search for doctors, locations and services
Patients, visitors, and staff had a difficult time finding doctors, locations, and services on Overlake's website. The fix started with understanding why search wasn't working, and then rebuilding the site's structure around it.
Overlake Medical Center & Clinics is a nonprofit regional healthcare system based in Bellevue serving the Eastside community. The health system includes a hospital and a network of primary, urgent, and specialty care clinics.
Patients, visitors, and staff had a difficult time finding doctors, locations, and services while using the website: the problem this project set out to fix.
- Improve the search and filter experience
- Create a solid site foundation for further optimization and additional features
- Increase engagement with the organization through the integration of blog and class offerings
- Prioritize features realistically against budget and deadline
- Enhance site accessibility
- Improve patient, visitor, and staff experience through better-structured information
My Process
I ran research across several methods to understand where the current search experience was breaking down: online surveys, Hotjar video recordings and heatmaps, a heuristic review, competitive analysis, and Google Analytics.
What I learned:
- The majority of users felt search results didn't match their expectations
- Search result cards didn't provide enough context
- Using search filters was a laborious experience
- Informational pages had a high cognitive load
- Pages often buried important information
- Providers' locations were unclear
After reviewing Google Analytics, surveys, and internal feedback with my manager, we learned that users weren't seeing the connections between service lines, doctors, and locations; that location types and their naming conventions were a source of confusion; and that there weren't clear content lanes for patient information versus information about the organization.
So we focused on making Services have a clearer sense of hierarchy, simplifying location types with clear naming conventions, organizing patient and visitor content into one section, and having the About section shine a light on the organization's values, community focus, and leadership.
There's a wide variety of tasks a patient or visitor might visit the site to accomplish. Weighing business goals against customer goals, we focused on three: finding and scheduling with a new doctor, finding and scheduling at a new location, and learning about services.
I explored ten directions for the Find a Doctor flow, then narrowed to two strongest versions, working through the search, results, and profile pages on both desktop and mobile before moving to testing.
Version 1
Desktop
Mobile
Version 2
Desktop
Mobile
I ran remote, unmoderated tests using UsabilityHub and Optimal Workshop. One test compared two options for the mobile menu, asking users to complete two tasks: find the area to call the hospital, and find the area to access MyChart.
Users preferred design Option 1, with the fewest failures to find information and complete both tasks. On Option 1, users completed tasks in roughly two to three seconds.
Final Designs
The shipped design made one notable pivot from the wireframes: search results moved from the multi-column, ratings-first grid to a single-column list prioritizing specialty, address, and phone, a more scannable format for a decision people wanted to make quickly.
Desktop
Mobile
The redesigned search and site structure shipped, and the results followed quickly: usage climbed, the work was recognized externally, and the team walked away with a foundation built to keep improving.
Reviews with stakeholders were positive, post-launch feature development was scheduled for continued growth, and site accessibility improved alongside the redesign.