cohealth, a not-for-profit community health service in Melbourne’s inner north and west, undertook a human centred design process to support their website redesign.
Nomat partnered with cohealth, a community health organisation, on their website redesign. The aim of the website redesign was to improve the overall user experience of the website. Starting with user research and information architecture (IA) research, we then completed interaction design in wireframes and applied cohealth’s brand to finalise the design work. Further, a design system was created for ensuring efficiency during the build and to support cohealth with the ongoing management of the site.
The designs were prototyped and usability tested with cohealth clients to ensure that key tasks on the website were easy to complete. Finally, the website content was also refreshed to ensure readability using plain language and utilising writing for the web techniques.
The homepage and main navigation was updated to better support users’ top tasks. The existing brand colours were retained but were implemented differently to meet WCAG minimum colour contrast requirements.
What we did
The project was conducted following a human-centered design process. This involved engaging with internal stakeholders to explore business needs and research objectives. To better understand users needs from the website, a number of research and design activities were undertaken.
Research with clients and communities
Nomat undertook interviews with cohealth clients and potential clients to better understand their needs from the website. We facilitated the sessions in a respectful and safe environment taking into account each person’s unique lived experience. This included considering gender diversity, English as a Second Language, mental health issues, physical disability, chronic health conditions, housing insecurity and Aboriginal and Torres Strait Islander community lived experiences.
Empathy, engagement, active listening, confidentiality and pathways for follow-up support underpinned the approach for the research.
New information architecture (IA) and content refresh
To support the creation of a new IA for the website, we undertook a content gap analysis and an online card sort. Card sorting helped inform the design of a user centred information architecture which ultimately enhanced the findability and discoverability of website content. It provided insight into users’ mental model of content and their grouping and labelling of content.
The proposed sitemap was tested with cohealth clients via an online Tree test.
The website content was also refreshed to ensure readability, using plain language and utilising writing for the web techniques.
Design and accessibility
Nomat designed key pages of the cohealth website for desktop, tablet and mobile. These were created initially as individual static wireframes. Then the visual design was applied and an interactive prototype was created.
All interface designs (interaction and visual design) were created with an understanding of the W3C WAI accessibility standards. This included (but was not limited to) minimum contrast levels for colours used for text to ensure readability, applying minimum target sizes, and implementing an understanding of screen readers such as VoiceOver for iOs to ensure the sequence and hierarchy of information was coherent for all types of users.
Services provided by Nomat:
- Kick-off discovery workshop
- Content gap analysis
- User interviews
- Online card sorting
- Content matrix and site map
- Online tree testing
- Online booking form analysis and technology options
- Content development: SEO and UX copy writing
- Online tree testing
- Interaction design
- Usability testing
- Visual Design
Validating website designs
To measure the effectiveness of the proposed site navigation structures, content and interactive elements, Nomat created an interactive prototype and tested it with participants.
Overall, the tasks were able to be completed successfully by the participants. Participants were observed successfully completing core tasks such as finding a service, finding a location, booking an appointment and finding out costs. Participants were also observed navigating around the prototype utilising the menu, scrolling the homepage interacting with links to locate information.
Refinements to the design were implemented following the activity.
Outcome of the website redesign engagement
Nomat delivered research findings, validated design and refreshed content to support the cohealth website redesign. The collaborative human centred design process achieved the objectives of the project, which was to provide cohealth clients with a website which provides easy access to health and support content, improved functionality and a friendly and welcoming website for all communities.
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The project included designing user interface (UI) elements that utilised the existing key brand colours in a way that ensured components would meet WCAG accessibility guidelines.