01
Sitemap and Navigation
I renamed pages with clear titles, so users know their destination instantly and rebuilt every filter taxonomy to match how patients browse.
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Website
Launch
Jul 2017 + Ongoing
Role
Lead UX Designer
Contributions
User research + User Journeys + Sitemap + Wireframes
Involvement
Jun 2016 - May 2021
[
01
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Website
Launch
Jul 2017 + Ongoing
Role
Lead UX Designer
Contributions
User research + User Journeys + Sitemap + Wireframes
Involvement
Jun 2016 - May 2021
[
01
]
Website
Launch
Jul 2017 + Ongoing
Role
Lead UX Designer
Contributions
User research + User Journeys + Sitemap + Wireframes
Involvement
Jun 2016 - May 2021
[
01
]
Website
Launch
Jul 2017 + Ongoing
Role
Lead UX Designer
Contributions
User research + User Journeys + Sitemap + Wireframes
Involvement
Jun 2016 - May 2021
[
01
]
Website
Launch
Jul 2017 + Ongoing
Role
Lead UX Designer
Contributions
User research + User Journeys + Sitemap + Wireframes
Involvement
Jun 2016 - May 2021
AltaMed is the largest healthcare provider in Los Angeles and Orange counties. I led the UX effort during their site redesign. Six months after the launch, I orchestrated user research to refine the site experience, content, and interactions to meet patient expectations.
AltaMed is the largest healthcare provider in Los Angeles and Orange counties. I led the UX effort during their site redesign. Six months after the launch, I orchestrated user research to refine the site experience, content, and interactions to meet patient expectations.
AltaMed is the largest healthcare provider in Los Angeles and Orange counties. I led the UX effort during their site redesign. Six months after the launch, I orchestrated user research to refine the site experience, content, and interactions to meet patient expectations.
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Phase 1 Recap (2017 Launch)
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Phase 1 Recap
(2017 Launch)
Following interviews with key stakeholders, my objective was to strengthen the site’s structure and navigation, add patient friendly tools, and trade clinical jargon for everyday language so mobile users could easily locate doctors and self-service features.
Following interviews with key stakeholders, my objective was to strengthen the site’s structure and navigation, add patient friendly tools, and trade clinical jargon for everyday language so mobile users could easily locate doctors and self-service features.
Following interviews with key stakeholders, my objective was to strengthen the site’s structure and navigation, add patient friendly tools, and trade clinical jargon for everyday language so mobile users could easily locate doctors and self-service features.
Major wins from the first round
01
Mobile first approach
We delivered the first mobile friendly version so patients could access healthcare resources anywhere.
01
Mobile first approach
We delivered the first mobile friendly version so patients could access healthcare resources anywhere.
02
Universal accessibility
The new structure met ADA and WCAG 2 standards, ensuring every user has a consistent experience.
02
Universal accessibility
The new structure met ADA and WCAG 2 standards, ensuring every user has a consistent experience.
03
Simplified language
We replaced complex medical language with friendly terms and gave Spanish preferred users original content.
03
Simplified language
We replaced complex medical language with friendly terms and gave Spanish preferred users original content.
04
Intuitive navigation
Fresh journey maps simplified the site, reducing patient service line calls.
04
Intuitive navigation
Fresh journey maps simplified the site, reducing patient service line calls.
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Challenges + Goals
A post launch audit and early user feedback revealed unfinished corners. The mission was to revisit the UX framework to ensure the digital ecosystem truly maps to the evolving needs of our patients.
A post launch audit and early user feedback revealed unfinished corners. The mission was to revisit the UX framework to ensure the digital ecosystem truly maps to the evolving needs of our patients.
A post launch audit and early user feedback revealed unfinished corners. The mission was to revisit the UX framework to ensure the digital ecosystem truly maps to the evolving needs of our patients.
01
Technical Debt and Unfinished Scope
The initial launch left several critical site areas untouched due to time limits.
Identify and revisit core UX components to ensure the platform provides a comprehensive and polished digital experience.
01
Technical Debt and Unfinished Scope
The initial launch left several critical site areas untouched due to time limits.
Identify and revisit core UX components to ensure the platform provides a comprehensive and polished digital experience.
01
Technical Debt and Unfinished Scope
The initial launch left several critical site areas untouched due to time limits.
Identify and revisit core UX components to ensure the platform provides a comprehensive and polished digital experience.
02
Unverified User Assumptions
Early decisions leaned on assumptions about behaviors and motivations.
Perform deep dive research to confirm behaviors and motivations, ensuring the redesign maps to real patient journeys.
02
Unverified User Assumptions
Early decisions leaned on assumptions about behaviors and motivations.
Perform deep dive research to confirm behaviors and motivations, ensuring the redesign maps to real patient journeys.
03
Caregiver Navigational Hurdles
Caregivers often struggled to find clear information while managing complex medical needs.
Surface caregiver pathways by mapping their daily tasks and pain points so the site could support them directly.
03
Caregiver Navigational Hurdles
Caregivers often struggled to find clear information while managing complex medical needs.
Surface caregiver pathways by mapping their daily tasks and pain points so the site could support them directly.
03
Caregiver Navigational Hurdles
Caregivers often struggled to find clear information while managing complex medical needs.
Surface caregiver pathways by mapping their daily tasks and pain points so the site could support them directly.
04
Low Spanish Content Engagement
Spanish options existed yet remained underused due to translation and visibility issues.
Recraft Spanish content with dedicated translators and improved placement so trust grows alongside clarity.
04
Low Spanish Content Engagement
Spanish options existed yet remained underused due to translation and visibility issues.
Recraft Spanish content with dedicated translators and improved placement so trust grows alongside clarity.
04
Low Spanish Content Engagement
Spanish options existed yet remained underused due to translation and visibility issues.
Recraft Spanish content with dedicated translators and improved placement so trust grows alongside clarity.
"Managing my parents' appointments is a second job. I need to know what services are actually available for seniors at our local clinic without having to call and wait on hold every time."
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Sergio G., 45
"Managing my parents' appointments is a second job. I need to know what services are actually available for seniors at our local clinic without having to call and wait on hold every time."
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Sergio G., 45
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Personas + Insights
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Personas & Insights
From 46 interviews focusing on three distinct user groups, I developed personas that help the team design for real emotions, cultural nuances, and daily frustrations patients face when seeking care.
From 46 interviews focusing on three distinct user groups, I developed personas that help the team design for real emotions, cultural nuances, and daily frustrations patients face when seeking care.
From 46 interviews focusing on three distinct user groups, I developed personas that help the team design for real emotions, cultural nuances, and daily frustrations patients face when seeking care.
To turn the feedback from 46 interviews into actionable design decisions, I developed three distinct personas. These profiles helped the team move beyond raw data and start designing for the real emotions, cultural nuances, and daily frustrations our patients face when seeking care.
01
Gen X and Millennials
This group prioritizes efficiency and has a low tolerance for unnecessary digital hurdles.
They expressed significant frustration with long appointment wait times and complex booking processes.
Their primary goal is to feel respected as individuals rather than just another number in a large medical system.
01
Gen X and Millennials
This group prioritizes efficiency and has a low tolerance for unnecessary digital hurdles.
They expressed significant frustration with long appointment wait times and complex booking processes.
Their primary goal is to feel respected as individuals rather than just another number in a large medical system.
01
Gen X and Millennials
This group prioritizes efficiency and has a low tolerance for unnecessary digital hurdles.
They expressed significant frustration with long appointment wait times and complex booking processes.
Their primary goal is to feel respected as individuals rather than just another number in a large medical system.
02
Dedicated Caregivers
Caregivers are often overwhelmed by managing the healthcare needs of family members alongside their own responsibilities.
They frequently feel unaware of the full range of available services that could support their loved ones.
This group deeply values providers who demonstrate compassion and offer flexibility in how care is delivered.
02
Dedicated Caregivers
Caregivers are often overwhelmed by managing the healthcare needs of family members alongside their own responsibilities.
They frequently feel unaware of the full range of available services that could support their loved ones.
This group deeply values providers who demonstrate compassion and offer flexibility in how care is delivered.
02
Dedicated Caregivers
Caregivers are often overwhelmed by managing the healthcare needs of family members alongside their own responsibilities.
They frequently feel unaware of the full range of available services that could support their loved ones.
This group deeply values providers who demonstrate compassion and offer flexibility in how care is delivered.
03
Spanish Preferred Participants
For these users, trust is built through high quality, dedicated site translations rather than automated tools.
They seek specific cultural cues that prove a healthcare provider understands Latino health issues.
Language preference is a major factor in their comfort level and their willingness to engage with digital health resources.
03
Spanish Preferred Participants
For these users, trust is built through high quality, dedicated site translations rather than automated tools.
They seek specific cultural cues that prove a healthcare provider understands Latino health issues.
Language preference is a major factor in their comfort level and their willingness to engage with digital health resources.
03
Spanish Preferred Participants
For these users, trust is built through high quality, dedicated site translations rather than automated tools.
They seek specific cultural cues that prove a healthcare provider understands Latino health issues.
Language preference is a major factor in their comfort level and their willingness to engage with digital health resources.
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Experience Strategy
Research insights guided a strategy that makes the site feel intuitive and supportive.
Research insights guided a strategy that makes the site feel intuitive and supportive.
01
Authentic Linguistic Inclusion
We rewrote Spanish content with native specialists, so the language feels natural, knowledgeable, and trustworthy.
01
Authentic Linguistic Inclusion
We rewrote Spanish content with native specialists, so the language feels natural, knowledgeable, and trustworthy.
02
Proactive Language Guidance
We added a Spanish toggle onboarding tooltip, so users see their preferred language option the moment they arrive. A small but mighty implementation.
03
Research Driven Architecture
We combined qualitative findings and analytics to craft a sitemap with descriptive titles that match how patients search.
03
Research Driven Architecture
We combined qualitative findings and analytics to craft a sitemap with descriptive titles that match how patients search.
04
Easy care access
We refined the Find a Doctor tool to fit within the mobile viewport, keeping essential actions within easy reach.
04
Easy care access
We refined the Find a Doctor tool to fit within the mobile viewport, keeping essential actions within easy reach.
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Implementation
With the research and strategy in place, my focus was on refining nd simplifying high traffic areas of the site where users previously faced the most friction.
With the research and strategy in place, my focus was on refining nd simplifying high traffic areas of the site where users previously faced the most friction.
With the research and strategy in place, my focus was on refining nd simplifying high traffic areas of the site where users previously faced the most friction.
01
Sitemap and Navigation
I renamed pages with clear titles, so users know their destination instantly and rebuilt every filter taxonomy to match how patients browse.
01
Sitemap and Navigation
I renamed pages with clear titles, so users know their destination instantly and rebuilt every filter taxonomy to match how patients browse.
02
Homepage Overhaul
I replaced the passive hero slider with action oriented modules so users reach care tools immediately, reinforcing AltaMed’s commitment to family health from the very first click.
02
Homepage Overhaul
I replaced the passive hero slider with action oriented modules so users reach care tools immediately, reinforcing AltaMed’s commitment to family health from the very first click.
02
Homepage Overhaul
I replaced the passive hero slider with action oriented modules so users reach care tools immediately, reinforcing AltaMed’s commitment to family health from the very first click.
03
Mobile Find a Doctor Tool
I combined service modules, used succinct labels, and moved the no preference option to the top to reduce decision fatigue
03
Mobile Find a Doctor Tool
I combined service modules, used succinct labels, and moved the no preference option to the top to reduce decision fatigue
03
Mobile Find a Doctor Tool
I combined service modules, used succinct labels, and moved the no preference option to the top to reduce decision fatigue
04
Spanish Site Optimization
To better serve our Spanish preferred patients, I added a proactive toggle tooltip and integrated reassuring copy throughout the site, so families know they are in the right place.
04
Spanish Site Optimization
To better serve our Spanish preferred patients, I added a proactive toggle tooltip and integrated reassuring copy throughout the site, so families know they are in the right place.
04
Spanish Site Optimization
To better serve our Spanish preferred patients, I added a proactive toggle tooltip and integrated reassuring copy throughout the site, so families know they are in the right place.
"The Spanish version of the site feels like it was actually written for me, not just run through a computer. It gives me a lot more confidence that I’ll be understood when I walk into the clinic."
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Jessica P., 32
"The Spanish version of the site feels like it was actually written for me, not just run through a computer. It gives me a lot more confidence that I’ll be understood when I walk into the clinic."
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Jessica P., 32
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Conclusion
By translating complex healthcare systems into human centric design, the site now behaves like a reliable care guide.
By translating complex healthcare systems into human centric design, the site now behaves like a reliable care guide.
By translating complex healthcare systems into human centric design, the site now behaves like a reliable care guide.
The result is a digital ecosystem that not only reduces operational strain on support staff but also restores patient confidence. By prioritizing accessibility and real time clarity, we have empowered the community with a healthcare experience that is both sustainable and seamless.
The result is a digital ecosystem that not only reduces operational strain on support staff but also restores patient confidence. By prioritizing accessibility and real time clarity, we have empowered the community with a healthcare experience that is both sustainable and seamless.
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Lessons Learned
Reflecting on this second phase, a few truths now guide how I shape digital ecosystems. Mapping customer journeys from marketing to visit aligned every touchpoint, ensuring no patient arrives wondering what to do next.
Reflecting on this second phase, a few truths now guide how I shape digital ecosystems. Mapping customer journeys from marketing to visit aligned every touchpoint, ensuring no patient arrives wondering what to do next.
Reflecting on this second phase, a few truths now guide how I shape digital ecosystems. Mapping customer journeys from marketing to visit aligned every touchpoint, ensuring no patient arrives wondering what to do next.
User tech savviness and personal values shift at a rapid pace. What worked a year ago might not resonate today, which is why regular user interviews are so vital. This project proved that continuous research is the only way to build a product that makes a lasting impact on the community it serves.