StrokeLINK
A nurse led service thats transforming post stroke recovery
Project type: Research and web design
Role: UX/UI designer
Timeframe: 1 year
Background
Stroke causes a blockage of blood flow to the brain. The effects are traumatic for patients and some may never fully recover. 1-4 stroke patient re-admit to hospital within the first month, putting major stress and expense on the healthcare service. Many of these cases can be prevented with patient education and information.
Context
StrokeLINK is a comprehensive service with multiple touchpoints designed to enhance patient care when discharged.
Problem
1. Patients do not have adequate information to understand how to manage their stroke condition at home.
2. It can take time for patients to take in information after trauma.
3. Staff have limited time and tools to educate patients before they are discharged from hospital.
Solution
StrokeLINK is a rich website resource for patients, families, and care partners. Packed with over 60 pages of expert advice, community links, and personal stories it offers comprehensive support.
Website received a 89% CSAT score
Service impact
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Better patient outcomes
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Recorded behavioural change
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StrokeLINK is less expensive to run than acute service
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The website scored a 89% CSAT
Research
Mapping website architecture with healthcare experts
Card sorting workshop
Healthcare expects came together to help our team define the site's information architecture (IA). Using a card sorting exercise the team mapped potentials versions.
To make sense of the large amounts of data collected from the card sort we used an affinity map to cluster and group content.
Testing found the navigation didn't meet user expectations
Sitemap
Testing of the websites architecture found glaring issues. It was identified that patients had different associations with the certain headings than what healthcare staff had predicted.
The sitemap was iterated based upon insights from testing.
Stroke effects patients ability to use technology
Mixed research approach
Through a blend of interviews and testing my research revealed that strokes significantly affects individuals' reading abilities and cognitive processing.
Challenge:
How might we ensure that the content is communicated in a manner that instills trust and clarity, enabling patients to confidently apply it to their daily lives?
Leveraging profiles and testimonials to build trust
Content writing
Organised a series of workshops to involve healthcare staff in content writing sessions. This collaborative effort ensured the creation of content that was medically accurate. Names and titles of healthcare authors were included on each page. This approach aimed to enhance the credibility of the content.
Patient testimonials were gathered to provide social proof of the service's effectiveness.
Challenge:
How might we ensure that the website is inclusive for individuals with disabilities?
Following the WCAG guidelines provides clear objectives
Accessibility inputs
Our exploration of the WCAG 2.2 framework provided us with definitive objectives to enhance our website's content for improved user accessibility.
Source:
https://www.w3.org/TR/WCAG22/
Incorporating accessibility into the user interface
Accessibility outputs
The website can be changed between light and dark mode. Dark mode (enhanced contrast mode) best suits users with low vision and eye strain.
Final outcome
Actionable medical advice that patients can do at home
Solution
A 60+ page comprehensive and informative website. It is a tool that empowers users to take control of their recovery post discharge with its medical advice approved by medical professionals, ensuring confidence and decreasing chances of readmissions.
A platform that helps patients find their confidence through story
Solution
We've developed a user-friendly platform with a CSAT score of 89%, featuring inspiring patient stories and convenient access to community services. The operational cost of the StrokeLINK service 4.1 times less expensive than preventative stroke readmissions to hospital.
Key learnings
01
Accessibility is good for business
Accessibility features not only improves user experience for those with disabilities but demonstrates an organisations commitment to diversity and inclusivity making the website look and feel more trusting.
02
Test early fail often
Testing prototypes early with a wide user group will help to identify any assumptions made during the design process. While it can be challenging to find time to do these tests it will save the organisation time and money in the long term preventing bad design decisions.
03
Stakeholder management
Working with a large team and user group helped me to improve my soft skills. Being a better storyteller and communicator during workshops, testing and presentations helped to build trust and achieve better design outcomes.