R3 Wellness Boutique Web Design

An innovative healthcare clinic that focuses on creating the seamless experience from physical to digital.

Challenge

How can we ensure patients understand our services are the solutions to what they are looking for?

Solution

With a redesigned landing page, patients can locate the services of the solution to their inquiries and problems.

My Challenge for this project

The challenge was to decide what information to place on the landing page, how to categorize each section, and what would be the best solution for patients.

My Role

UX Designer, UX Researcher, UI Designer

Project Time

Jan 2022 - present

Tools

Figma, Miro & Zoom

Team of 2

My contributions: User interviews, User journey map, Persona, Visual Design, Wireframing, Prototyping, Usability testing

Design Process

Overview  

The pandemic has changed the way we work, live, and value. R3 maintained its business operation during the lockdown period by launching the virtual clinic and herbal remedies.

After re-opened, R3 valued a digital repositioning to increase its online presence. The increasing need for contactless services has uncovered R3's new potential to adapt to the new norm and prioritize digital transformation to elevate its client experience.

Problem Statement

  • As a new patient looking through the R3 landing page, I am overwhelmed to see all the information on the landing page, and it is hard to find the information I need to help me resolve my problem on the landing page.

  • As a new patient looking through the R3 landing page, I want to know what the popular services are and what makes R3 special.

  • As a new patient looking through the R3 landing page, I am unfamiliar with the services R3 provides. It will be helpful if there are treatment photos & descriptions to demonstrate what the treatment is.

User Research - Survey

Worked with Client Advisor and Healthcare practitioner to collect client feedback. We collected 8 users in total for a 30 mins survey each participant. The survey questions include,

  • When would you search for a clinic website?

  • What information would you like to see when you are on a clinic website?

  • What is the first thing you want to see on a clinic website?

  • What makes you decide to stay and look deeper into a clinic website?

After asking the above questions, we asked our patients to go on the R3 Wellness Boutique website and browsed for a few minutes. User testing gave us insights into users’ problems. Based on the feedback,

  • Patients are not sure what is TCM?

  • They want to see more information about each service and not able to find the service that they are looking for

  • What is unique about this clinic?

  • What does R3 stands for?

Competitive Analysis 

We researched two other competitors - Green Leaf Medical clinic and Acupoint Wellness.

We listed all the must-haves on a clinic website to give us an insight into how to categorize each section.

Performance Benefit is the information & resources for visitors who are looking for a solution to their pain.

Delighters are features that we can expand our clientele base.

User Persona 


Liz's User Journey Map

Site Map

We designed a site map to categorize all the information into six sections on the menu: About, Treatment, Treatable Condition, FAQ, Shop, and Language.

The most important pages were About and Treatment in the project. I did not want to overwhelm patients, so I separated it into Our Team, Our Value & Wen's Modern Acupuncture, the three components made of R3.

Wireframing & Iteration

Landing Page First Version

  • The initial design was to ask our patients about their main concerns on the landing page.

  • We designed a quiz-like section (around 3-4 questions), this would lead patients to understand where does the pain coming from and what solutions we can provide to help them resolve their pain.

 

Landing Page Second Version

  • We break down the concerns into more specific areas, like pain concerns, physical & sports injury, skin management, and weight & shape. Our patients can identify their pain right away when they see the selections.

 

Landing Page Final Version

  • After two versions of iteration, I decided to remove the quiz-like section. Why? Patients' purpose for searching a clinic website was to book an appointment and find valuable resources. A quiz should not be the focus of the landing page.  

  • I added an intro on the landing page to tell patients what R3 stands for and what we can help them with. 

UI Design

Takeaway

R3 Wellness Boutique's website serves as a centre of the online presence. I need to think about its design for it to be the best possible resource for our clients and visitors. The ideal website design was to set up new clients to learn about our services and initiate care. With the redesigned landing page, the client can navigate information easily, book a virtual appointment, and have their questions answered.