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Introduction
Patient Opinion is all about giving the user a voice; whether they want to shout out about a powerful individual experience of the UK's health services or harness the power of the crowd - combining their voices to raise volume and make common issues heard, with the ultimate goal to make a real positive difference to people's lives.
Brief
Patient Opinion's old site had grown organically and was achieving its purpose, but not its potential. We were given the job of redesigning the site to help Patient Opinion handle the huge amount of users, stories and data they’d found themselves with as a result of the site’s popularity.
The success of the site rests on how well it communicates with all of its users. Patients, carers and relatives need to feel like their voices are being heard, respected and passed on and health care professionals need to feel that the feedback is a valuable asset to aid change and grow the health care sector.
Solution
Following the UX vision for the project, we designed a site that encouraged passive users to become active participants, and show that patientopinion.org.uk is a voice for positive change and where people's voices do matter.
We started by looking at the most important part of the site: the users. We created personas for patients and carers, the people who write the stories, as well as ‘subscribers’ – the all-important staff within the health services who read and respond to them. These personas became the basis of the new site, helping us balance objectivity with emotion and designing the site architecture, interface and content to suit the users rather than the data.
Results
Since launching in February 2011, site usage has increased significantly, and the majority of visitors follow our ideal user journey – arrive; look at stories; submit their own.
In fact, 90% of visitors to the homepage go on to view another page, and of those visitors, 93% visit a third page. Nearly 20% of all site visitors indicate their intention to a story which is an amazing result.
Testimonial
"Working with Numiko has been one of the best things we've ever done. In helping us take our online platform to the next level, they have taken our thinking about what we are doing up several steps too."
Dr James Munro, Director of Informatics and Research - Patient Opinion.
