WELLNEST HEALTH
Making it easier for patients to discover services, book appointments, & interact with the healthcare team.
Discovery & User Research
Timeline: One month
Actual: Two days, onsite
Discovery and User Research:
User Interviews: Identify and interview a diverse range of customers & clients, including existing and potential customers/clients/patients, referrers, and other healthcare professionals.
Online Surveys: Ask the broader user base for feedback on the current website's usability, content relevance, and features.
User Journey Mapping: Map the current journey from discovering the website to booking an appointment or inquiring.
I performed this task onsite at Wellnest Health with the clinician team over two days to save time and reduce the budget.
Competitor Analysis
Timeline: Two Days
Methods and outputs: Desktop research, stakeholder interviews, SWOT analysis, Design System, Ahref Keyword report
Competitor Analysis:
For the competitor analysis of the Wellnest Health website redesign, I first identified local and broader competitors in the wellness and allied health space, focusing on their website structure, user experience (UX), design, content strategy, and SEO practices. I gathered critical data from these competitor sites, documenting how they organised services, the simplicity of their booking processes, and the effectiveness of their mobile responsiveness. I performed a SWOT analysis for each competitor to understand their strengths, weaknesses, opportunities, and threats. Additionally, I used SEO tools to analyse keyword usage and ranking, identifying opportunities where Wellnest Health could improve its visibility, particularly for niche services like Pelvic Health Physiotherapy and Exercise Physiology.
The competitor analysis highlighted opportunities for Wellnest Health to differentiate itself by simplifying its booking process, offering superior content (e.g., educational resources, testimonials), and leveraging its unique service offerings. The final report provided actionable insights, such as emphasising the team's credentials and patient success stories, optimising for mobile users, and improving SEO to increase online visibility. This analysis directly informed the website’s redesign, ensuring Wellnest Health stood out in a competitive market while offering a user-friendly experience.
Persona Creation
Timeline: One week
Persona Creation:
Persona Development: Develop personas representing different user types, such as patients with chronic pain, geriatric patients, individuals interested in wellness classes like Pilates, and healthcare professionals referring patients to Wellnest Health.
Persona Validation: Validate these personas with actual users and refine as necessary. See the validated personas developed with existing and former customers, clients, and clinicians.
Card sorting
Timeline: Three hours
Format: Whiteboard session
Card Sort:
The Wellnest Health card sort and whiteboarding sessions were conducted under tight timelines (timeboxed), with the following key stakeholders: the centre’s owner/proprietor, the principal physiotherapists, the Head of the wellness programs, and their in-house marketing manager. This session allowed me to gather everyone's input on what pages and services needed to be showcased and how we should structure the site for optimal ease of use.
old wellnest health
The old website’s design was cluttered and visually unappealing, with broken components on the landing page - the first page users land on, therefore, the first impression. There was no clear call-to-action in the first fold, oversized images dominated the layout, and misleading graphical elements gave users the false impression that certain features were interactive.
Wellnest Health
images of the old website
Year
2019 to 2023.
Decommissioned on the 14th of Dec, 2023.
Good Navigation Starts With Good Information architecture!
Improving IA starts with analysing the website’s content and structure first — navigation comes after.
clear calls to action in the first fold
product and services tiles
practitioner & services showcase
feedback & Testimonials segment
service offerings segment
footer, site map and sign-up
information architecture & site navigation
Digital transformation is no longer a buzzword; staying competitive in today's fast-paced marketplace is necessary. In speaking with you about this critical topic, I can share insights into how your organisation can leverage technology to enhance operational efficiency, improve customer experiences, and drive innovation.
By assessing your current processes and identifying areas for digital improvement, we can outline a tailored strategy that aligns with your organisational goals. This approach optimises productivity and creates a data-driven culture that empowers your team to make informed decisions.
Adopting digital solutions can streamline workflows, reduce costs, and open new avenues for revenue generation. By focusing on agility and adaptability, I can ensure your organisation is prepared for future challenges and positioned to seize new opportunities.
To see how the Wellnest Health digital transformation improved sales and SEO performance, including the year-on-year growth of the physiotherapists' business, sales, and online behaviour, view the detailed Wellnest Health Sales & SEO Performance Report.