Enhancing the information architecture of the Psychotherapy website and reducing the scheduling time by 60%

Overview
About
Highlights
Prototype

Overview

Enhanced navigation + structure
The primary goal was to enhance the website's information architecture, emphasizing improved navigation and streamlined appointment scheduling. We also aimed to infuse the essence of the studio while minimizing the complexity of therapeutic terminologies, creating a more engaging and user-friendly experience.
Role
Information Architect
Secondary Research, Contextual Inquiry, Interviews, Competitive analysis, Findability study, User Journey map, Content audit, Card sorting, Wireframing, A/B Testing, Usability testing
Clients
Sankofa Healing Studio, PA
Timeline
Aug 2022 - Dec 2022
Tools
Miro, Figma, Optimal Workshop, Wordpress, Microsoft Excel
Goals
- Perform content audit and improve the navigation and information architecture
- Enhance appointment scheduling steps
- Redesign the homepage with informative sections
- Bring the essence of the studio to the website
Process

Double diamond

Unstructured navigation
Lack of hierarchy in the information
Complex therapy-related terminologies
No information on the therapies or their process
Lack of essence of the studio

Problems

Solution

New navigation
- Simple terminologies
- Focused on therapies and trainings
- Dedicated buttons for appointment and donation
Assessment option
- Eliminating the first visit
Notable numbers
- Building trust showcasing the outcomes
How it works
- Overview of the process
Testimonials
- Success stories
Social media
- Building a community
Outcome

Enhanced the appointment scheduling process and reduced the scheduling time by 60%.

About Sankofa

Psychotherapy  studio + Training
Sankofa Healing Studio is a non-profit organization based in Philadelphia that specializes in providing social justice-informed therapy, serving under-resourced youth and adults who are trauma-impacted. Sankofa has focused on a holistic approach toward treatment to disrupt the development of repeated and intergenerational trauma.

Project highlights

Contextual Inquiry

Understanding the studio and therapies

Experiencing the therapies firsthand and observing sessions provided invaluable insight into the studio's processes and therapeutic approaches. Additionally, conducting interviews with therapists and stakeholders allowed us to understand their perspectives better and empathize with their challenges.
Outcome:
- No information on the therapies on website
- Lack of essence of the studio on the website

“User’s aren’t aware of what’s happening”
“Our major flaw is requesting an appointment”

Content audit

Analyzing the existing content

The content audit involved an examination of all the content of the existing website, wherein we systematically listed all headings, subheadings, and individual pieces of information. By categorizing and organizing the information, we aimed to establish a clear and intuitive hierarchy that would enhance user understanding and improve the overall flow of information.
Outcome:
- Lack of hierarchy of information
- Redundant paragraphs of text
- Complex terminologies used throughout
Findability study

Finding issues in the top navigation

Using tree analysis, we systematically tested the website's navigation structure, mapping out the pathways users would follow. This approach allowed us to pinpoint challenges and difficulties in finding specific information.
Result: Both participants were unsuccessful in finding the requested data.
Outcome:
- Unstructured navigation
- Confusion in appointment scheduling
Persona

Empathizing with the users

Developing user personas provided invaluable insights into the characteristics, needs, and goals of our target audience. This understanding allowed us to empathize with our users and consider their perspectives throughout the ideation process.
User Journey map
Mapping out the user journey, especially in the healthcare context, is important for ensuring a smooth flow throughout. Mapping it right from diagnosis to treatment and follow-up allowed us to pinpoint crucial touch points and determine the essential information needed at each stage.

Ideating the solutions

A collaborative approach was adopted, initiating brainstorming sessions to gather a diverse range of ideas from the team. Then dot voting was done to identify and prioritize ideas with the highest impact. Furthermore, card sorting played a key role in organizing the top navigation, ensuring a user-friendly structure.
Brainstorming

Dot voting

Card sorting

Designing, testing and iterating

Wireframes allowed us to test and iterate before advancing to the prototype stage. These skeletal frameworks provided a visual representation of the website's structure and functionality, enabling us to evaluate the user experience and make informed refinements.
Wireframes

Usability testing

The final prototype

Suggesting design changes to the client
Homepage
Appointment scheduling

Research

Contextual InquiryContent auditFindability studyCompetitive analysis
Let's Design
Work
Playground
About
ILD App
SpotSearch
Aeroseal
Sia Dashboard
ReLaunch
UPenn Research
Fitness 21
Sankofa
© 2024 Shreyas Sunil.