The Communications and Web team within a client’s organization wanted to improve the user experience (UX) for medical providers visiting their website. They needed insights into healthcare provider communication preferences and an understanding of industry’s best practices to enhance the UX.

The HighPoint Digital Innovation team conducted extensive quantitative and qualitative research to achieve this goal. They carried out a comprehensive survey of thousands of providers to understand their needs and preferences. HighPoint also performed several UX studies targeting key segments within the provider community and coupled the efforts with a System Usability Scale assessment.

Additionally, a series of In-Depth Interviews provided deeper insights into unique information needs based on practice settings and task requirements.

HighPoint combined these findings with the results of comprehensive audits of third-party websites and key webpages on the site, along with analyses of relevant quarterly website performance metrics to create a robust set of recommendations for changes to web design and content. By incorporating Human-Centered Design principles, which focus on understanding and addressing the needs, pain points, and preferences of real users throughout the development process, HighPoint ensured that the proposed changes would enhance user satisfaction, accessibility, and overall effectiveness of the website.