Project : CareNet Africa

Redesign CareNet Africa website that caters for CareNet Africa and it’s Subsidiary companies’ business customers, using user experience methodologies.

Tools

Papers, Miro, Milanote, Moqups, Figma, Adobe Photoshop, Zoom, Microsoft Teams


Project Summary

  • CareNet Africa is a Pan-African consumer healthcare business with a core purpose to make access to Healthcare Easier, Better and Faster.
  • CareNet Africa’s solutions cover various markets from large corporates to individuals at grassroots level.

Roles

User Interface & User Experience(Product User Interface & User Experience(Interaction, Visual design, Prototyping & Testing, Information Architecture)


Project Goal

To create a website with customer experience that ensures smooth and intuitive engagement
between CareNet Africa and its business customers across Africa.

Defining Problems

  • The old website wasn’t telling the companies’ story and didn’t really show how big CareNet Africa is or its subsidiaries.
  • CareNet Africa’s new customers stay on CareNet Africa website for less than 3 minutes. Furthermore, less than 20% of these customers visited CareNet Africa website.
  • The website wasn’t mobile responsive.
  • Accessibility on some parts of the website was also an issue.

Stakeholders’ Objectives

  • CareNet Africa logo should be clickable to send visitors to the home page. CareNet Africa logo should cascade to all pages on the website.
  • Search should allow users to search any content on the website.
  • Navigation bar should be visible across all web pages.
  • Navigation bar should change background color (or have transparency level setting) to have its options visible as visitors scroll up or down the site’s content (See Minet Website https://www.minet.com/ ).
  • Slideshow images should cover the width of the page (See www.oldmutual.co.zw ).
  • Slideshow should have a fade-out transition.
  • Character and text transition timing should have a delay that allows people to read content.
  • Ribbon to portray a complete page before scrolling to be inserted below slideshow images (See Minet website).
  • Insert clickable page redirecting images for CareNet Africa social media pages.
  • Insert WhatsApp widget at the bottom corner of the page allowing visitors to interact with CareNet Africa client engagement team.

Design Process

User Research

  • Since our team did multiple types of research, we found a number of pain points and numerous potential directions for the site. To narrow our focus, we mapped business needs and user needs according to importance, and determined what our priority areas of redesign were.
  • I facilitated several design sprints with the team, to map out the task flows, and come up with sketch ideas on how to solve the problems identified.
  • We each did some market research on competitors to investigate the current offerings in the market and take inspiration from particular features that we liked about each competitors website.

Information Architecture

Content Audit

  • To understand the old site and its content, I ran a content audit listing all available information and features, that was on the old website and other information we got from the stakeholders. Based on this, we collectively decided what to keep, what to kick and how content can be integrated into a more intuitive information architecture.

SiteMap

Focusing on the prioritized solutions, I created a site map to help define the overall structure of the content on CareNet Africa website in a way that would be logical and easy to navigate for users.

User Flow

I created user flows in order to better understand the overall journey interacting with the website – taking a step into the users thoughts and the different decisions he/she would make while trying to complete tasks in different scenarios.

Key Lo-Fi Wireframe

Taking what I’ve learned throughout my process to this point, I started to make decisions on how the structure of the website would be organized based on the project goals we want to meet.

Interactive Prototype

I built a limited functionality, desktop prototype on Figma which I would use to help test my design with the stakeholders for our presentation.

Usability Testing

With my prototype completed, I started working on a test plan to guide the testing that would be conducted. I then conducted usability testing in order to see how users interact with my design and identify where improvements to the design can be made.

Test Objectives

  • Test if users can easily complete a tasks.
  • Observe the different paths users take to complete tasks.
  • Assess areas of improvement to improve the usability of the design.

Tasks

We asked the participants to complete tasks such as:

  • Client engagement assistance.
  • Navigate to other services offered by subsidiary companies.
  • Locate Articles and vacancy board by CareNet Africa.
  • Contact information for CareNet Africa.

Learnings

As with any project, there were some things that worked well and others that didn’t.

  • This project challenged me to empathize with a group of people that I was entirely unfamiliar with. Since I did not have access to my target group, I delved deeply into other forms of research that enabled me to piece together the mindset of my end user. Working within these limitations allowed me to expand my empathy and make the most of the resources I had.
  • Having a panel of stakeholders helped me understand how hard it is to accommodate every individuals needs and desires for the website. Through extensive research and well thought out strategy, we tried to work and accommodate the rightful suggestions.