Making healthcare simple and personal with a consumer-centric approach
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HonorHealth is well-known as a community health system drawing from a strong legacy of care for those in their community for more than 100 years in Phoenix, AZ. HonorHealth provides critical, life-saving services; they focus their energy on providing first-in-class medical services, training, and humanitarian assistance. HonorHealth needed a content management platform to help them communicate not only their services, but also their innovations in treatments, technology, and clinical research in a way that is comprehensible and effective for their audiences.
The previous honorhealth.com was a Drupal 7 site that offered inconsistent search interfaces, a splintered “make an appointment” experience, and an overall menu and content structure that was based on internal organizational needs. With a renewed focus on their customers, HonorHealth wanted to build a new website that would improve the crucial “find care” experience for their users.
More specifically, they wanted to make it seamless for patients to:
- Find and receive the right care
- Get access to their health information
- Manage their care easily
- Maintain their health or cope with a condition
HonorHealth engaged Palantir.net to create an easy-to-administer, modernized Drupal 8 platform. The new consumer-centric honorhealth.com:
- Builds and fosters trust through design and good usability
- Makes it easy for users to find care and locations
- Features a site structure driven by actual user priorities
- Is WCAG 2.0 AA compliant
How We Did It
With an eye on the future, Palantir focused work on creating a platform that will be easily extendable as HonorHealth expands the services they provide to their community over time. Palantir knew it was essential to create a strong platform in order to enable HonorHealth to integrate more technologies in the future as part of their continuum of care.
Collaborative Discovery Phase
The project began with an in-person workshop that joined together the Palantir team with a large group of client stakeholders (15+), each with varied levels of project context, technical knowledge, and ongoing involvement in the overall project. As Palantir interviewed the organizational stakeholders, it became clear that putting patients and prospective patients first and foremost was going to be critical to the success of the project. Palantir worked with their partners at HonorHealth to make sure the team was answering every challenge through the lens of “does this first serve patients and prospective patients?”
Inception focused heavily on user testing of HonorHealth’s existing personas, which were validated through abbreviated top task research in order to get data on the specific priorities of the primary audiences. The results of this work were incorporated into the page designs and informed the Information Architecture (IA) hypothesis, which was tested further using a tree test. The tree test helped us determine which tasks users could easily complete on the site and which tasks were especially difficult to complete.
Palantir used a series of “sketch sessions”–workshops where the team and client stakeholders collaboratively define key user flows and experiences. The outcome is low-fidelity, annotated wireframes that can initiate conversations around the build and move the project forward.
Both the UX and development team at Palantir participated in these sessions, which enabled them to overlap design work with development work much longer, creating a more integrated approach to developing the HonorHealth site. This innovative approach enabled Palantir to show the site–with real content–in it much sooner than traditionally possible, which meant HonorHealth could provide incremental feedback on the site. This process of migrating data early and evolving it in-place also made it easier to showcase data integrations as they lived alongside CMS-controlled content.
Building a Valuable IA
Using data from the top tasks research, Palantir developed a framework of “most valuable experiences” for HonorHealth’s audiences. The site’s information architecture and hierarchy, calls-to-action, navigation, and layout are all anchored around these experiences – always surfacing the information users need in the most contextually relevant places and laying the groundwork for personalization opportunities in the future.
The most notable highlights of the new site include:
- A consolidated appointment flow (universal button, main landing page) that helps users decide how to proceed
- A straightforward, consistent search experience for finding doctors, locations, clinical trials, articles and events
With the previous site, content design elements were created mostly inline on individual pages by a web manager with HTML knowledge. This limited who on the team could make changes to the site and slowed down the process of updating the site with critical content. With the new honorhealth.com, the editorial team has a set of dynamic, flexible, field-based content components that enables content editors to craft compelling narrative content pages, without needing to know HTML.
The new honorhealth.com cleverly incorporates their existing brand elements while modernizing the design. Simple and straightforward, the updated design is easy to use and connects and resonates with key audiences.
Integrating With Key Systems
One of the overall goals when embarking on this redesign was to create an experience that mimicked the streamlined usability of an ecommerce site. HonorHealth wanted to create a place where patients could easily make choices about their care and schedule appointments with minimal effort. In order to provide this experience, it was imperative that the new platform could play well with HonorHealth’s external services and created a firm foundation to integrate more self-service tools in the future.
In particular, Palantir integrated with three services as part of the build: SymphonyRM, Docscores, and Clockwise.
- SymphonyRM offers a rich set of data served by a dynamic API. HonorHealth leverages SymphonyRM’s Provider Operations services to hold its practice location and physician data. Palantir worked closely with Symphony to help define the data structure. Through this work, HonorHealth was able to reduce the number of steps and people required to maintain their provider and location data. By leveraging the strategy work done and the technical consultation of Palantir’s Technical Architecture Owner, HonorHealth was able to keep focused on the most valuable content to their users throughout all of their integrated systems.
- Docscores provides a platform for gathering high-quality ratings and review data on healthcare practitioners and locations. Palantir integrated this data directly with the physician and location data provided from SymphonyRM to create a research and discovery tool for HonorHealth users. On the new HonorHealth website, users can find physicians near a specific location and read about other patients’ experiences with them.
- Clockwise provides real-time wait estimates for people looking for Urgent Care services in their area. Each of these individual “under the hood” integrations don’t represent a significant shift for website users, but when all of these changes are coupled with the intense focus on putting the user experience of the site first, the result speaks for itself: a beautiful website that works well and empowers people to engage in their ongoing healthcare in meaningful ways.
Each of these individual “under the hood” integrations don’t represent a significant shift for website users, but when all of these changes are coupled with the intense focus on putting the user experience of the site first, the result speaks for itself: a beautiful website that works well and empowers people to engage in their ongoing healthcare in meaningful ways.
At risk of sounding trite and cliche, the term ‘best in class’ legitimately does apply.
Each and every page of the new Drupal 8 site fits neatly in a hierarchy of user-centric top-tasks. Each page is outcome- or action-oriented and centers on the question: “What are our users trying to accomplish when they come to this page?” The new site surfaces valuable, decision-influencing information like Emergency Department wait times and easy appointment request forms in key places to help users get the services they need and want, quickly and efficiently.
The new HonorHealth site has taken a strong step forward in effectiveness for not only patients, but the internal team as well. By taking a strategic approach to how their data is managed across all of their vendors and integrations, Palantir was able to find efficiencies and make that process easier, so that HonorHealth can focus on what they do best – providing top-notch care to the communities that they serve.
Building a modernized Drupal 8 site structure prioritized by user priorities