Sankofa Healing Studio

Information Architecture Redesign

✦ OVERVIEW

Redesign of information Architecture for a non-profit organization in Philadelphia.

MY ROLE

UX Designer

Team

3 other UX designers

Focus

Information Architecture Redesign

TIMELINE

3 Months

Tools

Figma, Miro, Slack

result

160%

Efficiency in booking an appointment

✦ THE USER PROBLEM

Difficult to navigate the website

We conducted a findability study with two UX designers. Despite their efforts, they both failed to book appointments.

✦ THE BUSINESS PROBLEM

Lots of in person calls

The websites poor navigation design resulted in in-person calls for appointment booking, which required more one-on-one care.

✦ PROBLEM STATEMENT

How might we

redesign the website for patients so that they can book an appointment faster?

What

Who

Why

✦ SOLUTION

Placingthe obvious front and centre

The old home screen felt like a landing page with irrelevant data, adding cognitive load due to confusing navigation and hierarchy. The new design eliminates this issue.

✦ HOW DID I GET THERE?

Project roadmap

We started with content audit to understand lay of the land. This was followed by usability testing of the existing website and several design solutions and iteration to address the core issue.

✦ Secondary research

Findability Test - Are you able to book an appointment?

Two pro UX designers tackled a single goal: book an appointment. Confusing terminology and maze-like navigation hindered users, requiring a clearer approach.

Task completion - 100%

2/2 users were able to complete the task.

Task success - 0%

2/2 users failed

✦ Primary Reserach

Why did the users fail?

Four patients and two therapists were interviewed to ensure unbiased data collection.

Patients says

"I can't find the appointment button"

"Where the button ? It is too confusing for me."

Therapist says

"All these new words doesn't mean anything to me"

"It's difficult to differentiate between what is for patients and what is meant for other therapists"

Such a bad website for such a beautiful studio!

The ambience of website and the actual studio was worlds' apart

The studio was calm, but the website was a chaos.

While studiorefelcted a mindul approach to colors, textures and sensory experience, the website was the exact opposite off what the studio stood for.

Why was the user unable to book an appointment?

From the surface to the root cause.

Who is Radient Rachel (User)

Storyboard persona.

Content audit

We audited the existing information architecture and make a complex excel sheet to understand how users make way finding decisions.

Current website and navigation

Welcome to hell

✦ user journey map

User Journey Map of Radient Rachel

Radiant Rachel goes through a lot of emotions, decisions, ups and downs, all while simply trying to book an appointment. Let's see what she goes through.