Nationwide Children’s Hospital

The Challenge

Ancient Platform and Poor User Experience

The Nationwide Children’s Hospital website was powered by a fourteen year old content management system. Let that sink in – fourteen year old technology. Was it painful to use? Riddled with issues both front end and back? Outdated with regard to UI/UX design and technological capabilities? YES.

The good news was that we had an array of highly talented interdisciplinary teams that were more that capable of meeting that challenge.

My Role

Lead UX for Nationwide Children’s Hospital

The Nationwide Children’s Hospital digital redesign project represented the immense labor and magnificent teamwork of dozens of people on both our internal team and the agency. The multi-phase project consisted of a comprehensive replatforming into Sitecore, massive experience personalization, two major usability tests and multiple guerrilla tests at the hospital, a fresh taxonomy and the design of over 50 templates.

The design process was initiated by agency we hired to assist with the SiteCore implementation. The UX approach was motivated by Eric Meyer’s work about compassionate design and designing for stress cases. The basic idea is that a user should be able to complete key site tasks under stress – like finding an address or calling the hospital immediately after learning that one’s child has been admitted — when one’s cognitive and perceptual capacities are diminished. We embraced Meyer’s theory as our imperative in map design, section search (doctor and conditions search), form design and site architecture, among many things.

Heuristic Evaluation & Ideation

Given that the site’s UI and platform were so outdated we knew this would be a complete redesign. We partnered with various stakeholders to uncover insights and translate concepts into features that address customer behaviours and motivations.

Vision, Strategy & Design Validation

I worked with the agency’s UX and strategy teams to validate wireframes and prototypes to ensure that the vision, design principles and content strategy all aligned with the hospital’s. This helped to evangelise ideas, gain alignment and drive decision making.

Leadership

I served as the sole UX representative from the Nationwide Children’s team, using my design and strategy expertise to gain buy‐in from executives, senior stakeholders and many other teams throughout the project lifecycle.

Awards and Honors

2019 ADDY’s Judge’s Choice for Nationwide Children’s Hospital’s On Our Sleeves integrated brand campaign. (Senior UX Engineer)

2018 eHealthcare Awards

  • Best Site Design (Gold)
  • Best Internet Home Page (Gold)
  • Best Rich Media (Gold)
  • Best Overall Site Design (Gold)
My Involvement
  • Senior User Experience for Nationwide Children's
  • Lead UX design and UI validation
  • Driving/enforcing brand standards and strategies
  • Formal/informal user testing
  • Forms creation and standardization
  • Content strategy
2019 ADDY Award Winner