Team Management

Project Management

End-to-end Accreditation Website Redesign

A 9-month program designed to empower the client’s creative team to build and implement a compelling website that balances both user and business needs. Discover how we streamlined content from 130 pages into just 5 website templates.

www.carf.org

Overview

What are we solving for

Redesign the website to deliver a clear and concise message, ensuring it effectively targets all CARF website audiences, including Providers, Payers, and the Public.

The process

The 9-month program was split into 2 phases: Foundations, Build:

Foundations

  1. Stakeholder interviews 

  2. Writing and prioritizing jobs-to-be-done

  3. User journeys

  4. Website Audit / Visual Inventory 

  5. Keep, Kill, Combine / Sitemap / IA / Navigation 

  6. Tree testing 

Build

  1. Template Design / Competitive Analysis 

  2. Build


Overview

What are we solving for

Redesign the website to deliver a clear and concise message, ensuring it effectively targets all CARF website audiences, including Providers, Payers, and the Public.

The process

The 9-month program was split into 2 phases: Foundations, Build:

Foundations

  1. Stakeholder interviews 

  2. Writing and prioritizing jobs-to-be-done

  3. User journeys

  4. Website Audit / Visual Inventory 

  5. Keep, Kill, Combine / Sitemap / IA / Navigation 

  6. Tree testing 

Build

  1. Template Design / Competitive Analysis 

  2. Build


Overview

What are we solving for

Redesign the website to deliver a clear and concise message, ensuring it effectively targets all CARF website audiences, including Providers, Payers, and the Public.

The process

The 9-month program was split into 2 phases: Foundations, Build:

Foundations

  1. Stakeholder interviews 

  2. Writing and prioritizing jobs-to-be-done

  3. User journeys

  4. Website Audit / Visual Inventory 

  5. Keep, Kill, Combine / Sitemap / IA / Navigation 

  6. Tree testing 

Build

  1. Template Design / Competitive Analysis 

  2. Build


Overview

What are we solving for

Redesign the website to deliver a clear and concise message, ensuring it effectively targets all CARF website audiences, including Providers, Payers, and the Public.

The process

The 9-month program was split into 2 phases: Foundations, Build:

Foundations

  1. Stakeholder interviews 

  2. Writing and prioritizing jobs-to-be-done

  3. User journeys

  4. Website Audit / Visual Inventory 

  5. Keep, Kill, Combine / Sitemap / IA / Navigation 

  6. Tree testing 

Build

  1. Template Design / Competitive Analysis 

  2. Build


1️⃣ Phase 1 Foundations

Insights

We began with the objective of acquiring a comprehensive understanding of frustrations and pain points through 26 interviews. The image illustrates a synthesis of insights gathered from interviews: yellow stickies represent “Problems”, blue as “Things That Work”, purple as “Possible Solutions”.

What We Heard

  1. “Make sure search results are relevant”​

  2. “Link needs to show the user what will happen when they click on it.”​

  3. “Too narrative-dense, boring"

Main Insights

  1. Off-brand /Outdated information

  2. Poor usability

  3. Siloed Information


Sitemap

The site map shows just how unnecessarily complicated the old website was.

1️⃣ Phase 1 Foundations

Insights

We began with the objective of acquiring a comprehensive understanding of frustrations and pain points through 26 interviews. The image illustrates a synthesis of insights gathered from interviews: yellow stickies represent “Problems”, blue as “Things That Work”, purple as “Possible Solutions”.

What We Heard

  1. “Make sure search results are relevant”​

  2. “Link needs to show the user what will happen when they click on it.”​

  3. “Too narrative-dense, boring"

Main Insights

  1. Off-brand /Outdated information

  2. Poor usability

  3. Siloed Information


Sitemap

The site map shows just how unnecessarily complicated the old website was.

1️⃣ Phase 1 Foundations

Insights

We began with the objective of acquiring a comprehensive understanding of frustrations and pain points through 26 interviews. The image illustrates a synthesis of insights gathered from interviews: yellow stickies represent “Problems”, blue as “Things That Work”, purple as “Possible Solutions”.

What We Heard

  1. “Make sure search results are relevant”​

  2. “Link needs to show the user what will happen when they click on it.”​

  3. “Too narrative-dense, boring"

Main Insights

  1. Off-brand /Outdated information

  2. Poor usability

  3. Siloed Information


Sitemap

The site map shows just how unnecessarily complicated the old website was.

1️⃣ Phase 1 Foundations

Insights

We began with the objective of acquiring a comprehensive understanding of frustrations and pain points through 26 interviews. The image illustrates a synthesis of insights gathered from interviews: yellow stickies represent “Problems”, blue as “Things That Work”, purple as “Possible Solutions”.

What We Heard

  1. “Make sure search results are relevant”​

  2. “Link needs to show the user what will happen when they click on it.”​

  3. “Too narrative-dense, boring"

Main Insights

  1. Off-brand /Outdated information

  2. Poor usability

  3. Siloed Information


Sitemap

The site map shows just how unnecessarily complicated the old website was.

Insights from tree testing the new site navigation

We prompted participants to locate information on a certain topic and specify what details they expected to find on the page. This activity informed us about user expectations and guide us in consolidating relevant content.

Participant group

  • Provider (16 participants)​ - most important user

  • Payer (3)

  • Public (8)

  • Staff (10)

Confusion on what "Portal" meant

Incorporate portal descriptions in the menu

Confusion on specific terminology

  • We revised “Payers” to “Payers/Regulators”

  • We kept “Education” over “Training”

Specificity of language

Kept “Find a Provider” singular because of the functionality of the tool as well as keeping it consistent with competitors

Participants couldn't find the online store

“Online store” was moved out of “Portals” tab

High success rate on tasks

We’ve kept “About CARF” because majority of participants were able to complete the task ​

2️⃣ Phase 2 Build

Template Design

I led the team in creating five templates for different uses across the website. Limiting the number of templates ensured consistency for the end user while also streamlining the development process. During the design phase, we drew inspiration from industry competitors.

Build

This website was built on WordPress, and in this phase of the project, I took on the role of project manager to oversee progress and prioritize features.

2️⃣ Phase 2 Build

Template Design

I led the team in creating five templates for different uses across the website. Limiting the number of templates ensured consistency for the end user while also streamlining the development process. During the design phase, we drew inspiration from industry competitors.

Build

This website was built on WordPress, and in this phase of the project, I took on the role of project manager to oversee progress and prioritize features.

2️⃣ Phase 2 Build

Template Design

I led the team in creating five templates for different uses across the website. Limiting the number of templates ensured consistency for the end user while also streamlining the development process. During the design phase, we drew inspiration from industry competitors.

Build

This website was built on WordPress, and in this phase of the project, I took on the role of project manager to oversee progress and prioritize features.

2️⃣ Phase 2 Build

Template Design

I led the team in creating five templates for different uses across the website. Limiting the number of templates ensured consistency for the end user while also streamlining the development process. During the design phase, we drew inspiration from industry competitors.

Build

This website was built on WordPress, and in this phase of the project, I took on the role of project manager to oversee progress and prioritize features.

– I'm veronica,
a product design lead based in toronto

Let's
Connect

Email

↗

Linkedin

↗

Copyright@ScarlettSinclair

– I'm veronica,
a product design lead based in toronto

Let's
Connect

Email

↗

Linkedin

↗

Copyright@ScarlettSinclair

– I'm veronica,
a product design lead based in toronto

Let's
Connect

Email

↗

Linkedin

↗

Copyright@ScarlettSinclair

– I'm veronica,
a product design lead based in toronto

Let's
Connect

Email

↗

Linkedin

↗

Copyright@ScarlettSinclair