Senior Consultant Kaiser Permanente Oakland, California
Background: This poster examines the value of using a user experience design (UXD) methodology to inform the redesign of an enterprise-wide intranet library site. Team members, including librarians, content managers, and web developers, partnered with a locally based deep immersion research firm and an internal user experience/user interface (UX/UI) team. The library’s clinician advisor group was also solicited regularly for their input.
Description: The organization’s intranet library, which provides access to internally-created clinical guidance documents as well as to librarian services and electronic resources, had not been redesigned since 2010. The redesign process began in early 2017 using a user experience design (UXD) methodology. This process employs ethnography studies, intensive usability testing, and user surveys to inform design. The team partnered with a deep immersion research firm to perform ethnography studies to gather information about clinician information-seeking behavior. They also partnered with an internal UX/UI team to conduct usability testing and to survey users as design prototypes were available. These partnerships allowed the team to develop a comprehensive plan that incorporated the latest in usability practices into the site redesign.
Conclusion: The redesigned site was released at the end of March 2019 with a cleaner, more modern look and feel and an improved browse hierarchy. Usage statistics from the five-month period immediately following the release (April - August 2019) show a 25% increase in use as measured in unique visitors to the site compared to the same period in the previous year. User satisfaction was positive as measured by user survey data collected by the UX/UI team and user feedback collected through the site feedback form.