Transforming a Healthcare Website to Match Its Bold Vision
About
Vancouver Clinic is the largest independent, physician-owned, multispecialty medical practice in the Northwest. Its providers offer a variety of services including primary care, specialty care, urgent care, imaging and laboratory services at multiple locations.
Problem Overview
Vancouver Clinic, a medical practice committed to high-quality care and clinical excellence, needed a website that was accessible and intuitive to use. Vancouver Clinic grew significantly over the years since its website launched and needed an infrastructure that would support its top priority of connecting people with care as quickly as possible.
Research Meets People Where They Are
The Vancouver Clinic team knew its website needed an overhaul. Slow load times, confusing navigation and out-of-date technology were pain points for internal and external stakeholders alike. Our user experience research team began by reviewing data to understand what users were looking for on the website and created a new design structure that included a home page experience that was streamlined and modern. Top-level navigation includes search options including locations, clinicians and urgent care. The navigation also includes a search box where people can enter terms powered by SiteCrafting’s proprietary software Sitka Insights that displays related content including clinicians, locations and blog articles.
Multiple Pathways Connect People with the Care They Need
New information architecture and a patient hub featuring frequently asked questions simplified the process of finding relevant information, ensuring users could easily navigate the site and access information about the care they needed. Our team leveraged insights from analytics to prioritize actions and identify key tasks such as scheduling appointments, making payments and accessing other frequently sought-after services. These insights guided the implementation of strategic buttons and features to facilitate these actions, ultimately enhancing the user experience and streamlining access to care.
Design Differentiates and Dazzles
SiteCrafting’s design team audited Vancouver Clinic’s marketing channels to develop a design system for the website that would align with current brand marketing efforts and differentiate it from competitors. Secondary brand colors and updated design patterns across the website create a look and feel that is consistent with the in-person experience at Vancouver Clinic — clearly distinguishing it from other medical groups and practices in the region offering similar care and services.
Improved Digital Experience, Same Exceptional Care
The new Vancouver Clinic website offers an improved digital experience that underscores the practice’s commitment to delivering top-tier care. The redesign prioritized scalable infrastructure, updated design and streamlined features to improve patient accessibility and internal operations. With a revamped backend system featuring flexible patterns, administrators can now update the website with ease. The result is a faster, more responsive platform that is fully compliant with accessibility standards, ensuring inclusivity for all users.
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