Website Case Studies

My HealtheVet
http://www.myhealth.va.gov

Tasks: Information Architecture, Usability Testing, Project Management

My HealtheVet, a service of the Veterans Health Administration, is a high-profile portal that provides health services and information to veterans. Users can keep a journal of personal health information, learn about VA benefits, research health topics, and refill their prescriptions online.

Upcoming releases will allow veterans to view or print data from their personal health record, contact their clinicians through secure messaging, take online courses, and delegate account access to trusted individuals.

As the manager of the My HealtheVet User Experience team, I work with veterans on a regular basis to ensure that interfaces on the site are both user-friendly and accessible. With an aggressive release schedule, we have to design and test interfaces early and often. The team currently averages one usability test per month.

MedlinePlus Go Local
http://www.nlm.nih.gov/medlineplus/golocal/

Tasks: Project Management, Usability Testing

MedlinePlus, a service of the U.S. National Library of Medicine (NLM) and NIH, provides information on more than 700 diseases and conditions. The Go Local links on MedlinePlus health topic pages take users to information about health services in local geographic areas. Users can find information by region or topic, depending on how they access the system.

Based on preliminary usability test results for Go Local prototypes, my company redesigned the interface. We restructured the information flow and designed standard templates. We then recruited users from two target audiences--medical professionals and the general public--and ran a usability test on the new designs. The interface was refined based on those test results.

Go Local's identity also posed a challenge, as Go Local, MedlinePlus, the individual states, and NLM all had branding requirements. We designed a unique logo and design for Go Local and the national pages. The individual state pages have a consistent look and feel, but their state identifier and color scheme can be customized within limits. Each state template contains branding for Go Local, the individual state, and NLM.

Because the Go Local service is not yet provided for all states, we designed a dynamic Flash map indicating the available locations. As states are added to the database, a simple XML file is updated, which automatically updates the map's appearance.

Go Local launched its new design in May 2005 with comprehensive coverage for four states and hospital information for the others. NLM plans to add a few states each year as they find local project sponsors.

U.S. National Library of Medicine
http://www.nlm.nih.gov/

Tasks: Project Management, Information Architecture, Usability Testing

The U.S. National Library of Medicine (NLM) is the world's largest medical library. NLM's Web site offers more than 16,000 pages of information to people with very different needs.

My company redesigned NLM's main Web site to standardize the branding and navigation. As part of the design process, we conducted several rounds of usability testing with targeted audience groups.

We worked with NLM staff to redesign the navigation. In the end, we designed two systems: a global list of high-level topical links and portal pages that filter resources by audience. We also provided an index of NLM's databases and resources for experienced users.

Since the launch of the new site in May 2004, traffic has steadily increased, as have the site's rankings for functionality, look and feel, and navigation. More than two million people now visit the site each quarter.

We also redesigned some departmental websites and portal pages under the auspices of NLM's new online identity:

History of Medicine
http://www.nlm.nih.gov/hmd/index.html

Tasks: Project Management, Information Architecture

HMD had already defined a site structure; while we had some discussion about the site map, our main task was to design a more sophisticated look for their website.

Online Exhibitions and Digital Projects
http://www.nlm.nih.gov/onlineexhibitions.html

Task: Project Management

A museum-quality portal with links to some of NLM's most popular exhibitions. Previously this page was a simple list of text links. 

Specialized Information Services
http://sis.nlm.nih.gov/

Tasks: Project Management, Information Architecture, Usability Testing

The SIS website serves as a portal for scientists and consumers. We had to redesign the site to please both audiences. As part of the design process, we ran usability tests on paper prototypes; you can see a sample on my IA and Project Management page.

DOCLINE
http://www.nlm.nih.gov/docline/

Tasks: Project Management, Information Architecture, Usability Testing

DOCLINE® is the National Library of Medicine's automated interlibrary loan system, used by 3,200 member libraries in the National Network of Libraries of Medicine® to facilitate efficient document delivery.

The Web-based system, while actively used and maintained, needed significant interface upgrades. Users were not entering relevant data for their institutions because they were unaware of all the options. They also had many questions for DOCLINE technical support staff that could have been avoided with more intuitive interface design. Finally, new functional enhancements and an online help system were to be integrated into the application.

NLM hired my company to redesign and test DOCLINE's interface for optimal usability. Working in collaboration with technical staff at the library, we redesigned DOCLINE's graphic look and feel, main navigation labels, and screens for selected areas of the application.

The redesign posed particular challenges because many of DOCLINE's users had been working with the system for years and thus had certain expectations for how the system should operate. The new screens needed to work effectively for new and experienced users.

After meeting with the DOCLINE team at NLM, we were able to categorize and prioritize the key audience groups. We also mapped and prioritized the critical task workflows for the redesign. These workflows varied by audience, as not all user groups were provided with the same options.

We gathered extensive design requirements for DOCLINE's revamped look and feel. The new graphic interface was linked more closely with NLM's brand. The screens were designed to look simple and clean, even when presenting large amounts of information.

We ran two iterative usability tests on the new designs. Fifteen users participated. My team and I designed the prototypes, wrote the test scripts and conducted the tests in our usability lab while NLM staff observed the tests from another room. The tests were documented with videotapes and reports, which summarized the problems and solutions and provided quantitative data.

We created the final screens in HTML and ensured that the code met Section 508 standards for accessibility. The screens, along with all necessary graphics and style guidelines, were presented to NLM in a Web-based style guide. This guide provided all the information required by NLM's developers to integrate the screens into the system.

On the first day of the release, more than 600 institution record updates were completed. By the end of the first week, more than 1,000 institution records had been updated, comprising about 43% of DOCLINE’s active user population.

Doris Day Animal League and Doris Day Animal Foundation
http://www.ddal.org/ 
http://www.ddaf.org/

Tasks: Project Management, Information Architecture, Usability Testing, Client Training

DDAL and DDAF, two sister organizations, advance animal rights through legislation and advocacy. Their redesigned websites needed to empower and recruit activists. They also needed to be easy to update, as the webmaster posts new content each week.

I served as project manager and performed many hands-on tasks, including project requirements, wireframe design and usability testing, and the content restructuring and conversion plan.  At the conclusion of the project I provided training to help the client use the new Dreamweaver templates. Since the site launch we have added additional enhancements, such as a bulletin board for Spay Day USA.

Learning First Alliance
http://www.learningfirst.org

Tasks: Project Management, Information Architecture, Usability Testing, Quality Assurance Testing, User Documentation, Client Training

LFA is dedicated to improving student learning in America's public schools. They needed a redesigned website that looked fresh and inviting, was easy to update, showcased new publications and gathered information from site visitors.

My company provided LFA with a hybrid solution. Most of the website is static html, easily updated with Dreamweaver templates. However, when users download publications, they complete a form and that information is collected in a database, which can be filtered or exported. Cookies ensure that users only have to complete the form once, as long as they remain on the same computer.

As with other clients, I wrote the project requirements, designed wireframes and tested them for usability, and created the new navigation structure and and content conversion plan.  I also served as the overall project manager, tracking the schedule and budget. At the conclusion of the project I wrote a manual and provided training to help the client use the new Dreamweaver templates and the database. Since the site launched a few years ago we have also designed some print publications for LFA.

Journalism.org
http://www.journalism.org/

"I feel no hesitation in telling you how good a site Journalism.org is."
--- Site Review from Poynter.org

Tasks: Project Management, Information Architecture, Usability Testing, Content Editing and Conversion, User Documentation, Client Training

Journalism.org combines the sites of two organizations, the Project for Excellence in Journalism and the Committee of Concerned Journalists. The goals for this site redesign were to create a consolidated brand, provide a user-focused experience and increase site traffic.

Working closely with the client, I documented the site's objectives and target audience. I then designed two complementary navigation systems, segmented by topic and user type. When the home page designs were complete I tested them for usability.

The site was created with Dreamweaver templates, which help the client maintain the content easily--a critical feature, as some sections are updated daily. More than 1,200 pages of content were converted during the redesign. I designed the content conversion plan, wrote the user documentation and trained the client in site maintenance.

Cancer Survival Toolbox
http://www.cancersurvivaltoolbox.org/

Tasks: Project Management, Information Architecture, Usability Testing, Client Training

The Cancer Survival Toolbox® is a self-learning audio program designed to help people navigate changes in their lives due to cancer. The program was developed by several leading cancer organizations, including the National Coalition for Cancer Survivorship (NCCS).

Originally the Toolbox had been distributed as a brochure with cassettes or CDs. NCCS hired my company to move the Toolbox online into a content management system. The new site includes Toolbox segments in multiple audio formats as well as translations in Spanish and Chinese. Users can also review a research guide about cancer. 

I managed the design process, gathering requirements, assembling the information architecture into wireframe diagrams and presenting designs to clients. I also tested four prototype designs with a sample group of users. Based on the feedback from survivors and caregivers, we changed navigation labels, moved graphics on the home page and swapped photographs prior to the site launch. After launch I trained the client in site maintenance.

National Campaign to Prevent Teen Pregnancy
http://www.teenpregnancy.org/

"Teenpregnancy.org is one of the Web's best sites."
--- Britannica.com

Tasks: Project Management, Information Architecture, Usability Testing, Content Conversion Plan, User Documentation, Client Training

The TeenPregnancy.org site had been growing for years. While the content was excellent, the navigation system was overgrown and unwieldy. Users complained that they could not locate information. The visual message was also inconsistent. The client wanted a site that was not only easy to use and maintain, but also cutting-edge by nonprofit standards, with appeal for teens, parents, and professionals.

Working closely with the client and the graphic designers, I gathered design requirements, managed the creative process, and created a structured, user-driven navigation system, which I then tested for usability.

More than 1,000 files were converted into the new site structure, using Dreamweaver templates. I created the content conversion plan, converted and edited many of the files, wrote a user manual for the client and trained them to use the template interface.

Site visits rose by 33% the year after launch.

American University: Office of Development and Alumni Programs
http://alumni.american.edu/

Tasks: Project Management, Information Architecture, Content Writing and Conversion, User Documentation, Client Training

American University's Office of Development and Alumni Programs wanted to encourage donations, increase event attendance, and generate a strong sense of community online. I managed the creative process for this site redesign, interviewing staff to gather design requirements and to create new site content. Copy was targeted towards three audiences: alumni, parents and friends, and donors.

Working with a content management system, I added and edited all the site copy prior to launch. At the project's conclusion, I wrote a user manual for the back-end system and conducted a full-day client training session at the AU campus. The new site generates significant donations and event registrations.

Filmfest DC
http://www.filmfestdc.org/

Tasks: Project Management

Filmfest DC used to rely on a volunteer to redesign their website and upload new content each year. As a result, telephone operators were fielding many requests that the website should have resolved. My company gave them a modular website design and a content management system (our first); five years later the site is still meeting their needs.

The site includes a filter on the home page that allows users to search for films by date and venue, director, title, or country of origin. A separate page provides directions to each venue. These simple features dramatically reduced calls to the help line.