Crljen

A responsive website for a dental clinic

My role

UX Researcher, UX Designer

Responsibilities

Conducting interviews, research, personas, competitive audit, information architecture, user journey map, sitemap, how might we, wireframing, prototyping, usability studies and design iterations.

Duration

Overall: 6 weeks
Discovery & Research: 1+ week
Design & testing: 5 weeks

The product

Crljen is a small, family owned Dental Clinic in Belgrade, Serbia, with tradition and over 25 years of experience.
The product is a responsive website that focuses on digitalization of the booking process and making the dental experience more enjoyable.

The problem

The Clinic doesn't have online presence, making it difficult to engage with their existing clients or attract potential new ones.
Furthermore, clients don’t have an easy and accessible way of keeping track of their dental records, previous procedures, teeth scans and appointments.

The goal

Design a responsive website, with a modern and clean aesthetic, that modernizes their online presence and a feature that allows clients to easily access their dental history.

The Design Process

Empathize: Understanding the user

Interviews & Empathy Maps

I conducted several interviews to better inform myself about the users frustrations and pain points regarding dental clinic websites and the overall dental experience. Based on the feedback from the interviews, I developed Empathy Maps to pin point users thoughts, feelings and actions.

Personas

As part of my design process, I created personas to gain a comprehensive grasp of the target users, including their objectives, behaviors, goals and frustrations, to help me create a user-centered experience that aligns with their needs.

User Journey Map

My aim was to comprehensively grasp the users’ entire journey, pinpoint areas of dissatisfaction, and make informed design choices that prioritize their needs. By mapping out Sara’s user journey, it became evident that allowing users to track their dental history and providing a convenient online scheduling option would greatly enhance their experience.

Define: Translating results into insights

User pain points

Based on the User Research, interviews, surveys, Personas and User Journey Maps, I was able to identify User Pain Points that need to be addressed in the design phase.

Ideate: Brainstorming solutions

How might we

The "How Might We" method in the design process allowed me to explore potential solutions and find creative problem-solving by reframing challenges as opportunities.

Sitemap

I created a website sitemap as part of my design process to visually map out the structure and navigation of the website, ensuring cohesive and consistent experience, intuitive user flow and easy access to information.

Prototype

Wireframes

By creating paper wireframes, I was able to efficiently determine the most appropriate elements to include in the prototype without spending excessive time drawing them out. As the design phase progressed, the wireframes evolved into a more tangible representation and presented a practical solution for the users needs and pain points.

Usability Study

During the usability study, a recurring frustration expressed by participants was the excessive number of navigating to different pages. To address this concern, I incorporated an expandable format for appointment details, allowing users to access information without being redirected to new pages.

Furthermore, based on study findings, I introduced a red alarm symbol above the tab to effectively communicate upcoming appointments, and enhanced visibility of the contact number at the top, by adding a distinctive color to ensure it catches the user's attention.

In the usability study, participants had difficulty in determining their location within the portal after logging in. To address this, I implemented a concise welcoming text in the upper left corner, displaying their name. Additionally, I enhanced the visibility by modifying the color of the active tab to a darker shade, providing clear visual cues to help users confidently identify their current position within the portal.

To tackle the issue of excessive pages, I embraced a one-page website approach, consolidating the key information on the homepage. Users can now seamlessly scroll down to explore all the desired details, while the fixed menu at the top enables effortless navigation between different sections.

In response to feedback from the usability study, where participants thought the design was outdated and unappealing, I embarked on a redesign journey. Adopting a modern outlook, I infused vibrant tones, incorporated captivating shapes, and integrated visually engaging symbols to breathe new life into the design and captivate users with a fresh and enticing experience.

Responsive design

Patient Portal

Takeaways

Impact

The users were highly positive about the web design, finding it modern, visually appealing, and user-friendly.

A quote from one of the participants:

„The web design is a breath of fresh air - it's sleek, intuitive, and makes me excited to explore the website!“

What I've learned

Throughout my journey, I realized that the design process is an ongoing endeavor with endless possibilities for refinement and improvement, continually iterating to enhance various aspects. However, it is crucial to acknowledge that resource limitations may influence the extent to which these iterations can be pursued. Moreover, I gained a deeper appreciation for the invaluable role of user research and usability testing, as they serve as a compasses, guiding the design journey from start to finish.

Next steps

Thank you for your time checking out my work on The Crljen Responsive Website.
Feel free to contact me if you are interested in collaborations! 🙂

ALTRUISTO

VIVA

ARTIUM