Rogers Memorial Hospital, Inc. User Experience Re
Transcription
Rogers Memorial Hospital, Inc. User Experience Re
Introduction Environment Analysis User Personas Wireframes Proposed Redesign Timeline Rogers Memorial Hospital, Inc. User Experience Re-stage Proposal Introduction Rogers Memorial Hospital, Inc. is Wisconsin’s largest behavioral health services provider; providing over 45% of inpatient mental health care in the state. The purpose of this user experience re-stage proposal is to increase access to mental health care by suggest a better information user interface for patients, family and loved ones. Environment Analysis User Personas Wireframes Proposed Redesign Prepared and submitted by Staci Meissner forward Introduction Environment Analysis User Personas Wireframes Proposed Redesign Rogers Memorial Hospital, Inc. User Experience Re-stage Proposal Environment Analysis Rogers Memorial Hospital Aurora Behavioral Health Services Children’s Hospital of Wisconsin - Psychiatry and Behavioral Medicine Program Columbia St. Mary’s Behavioral Medicine Froedtert & the Medical College of Wisconsin Behavioral Health Services ProHealth Care Behavioral Health Center Wheaton Franciscan Mental Health & Addiction Care back forward Rogers Memorial Hospital General Background Core Competencies Inc. is a stand-alone, non-profit behavior health hospital licensed as a psychiatric than 30 full-time adult, child and adolescent psychiatrist. The hospital excels in the Established in 1907 and governed by a Board of Directors, Rogers Memorial Hospital, hospital by the State of Wisconsin. It is Wisconsin’s largest behavioral health services provider. Rogers Behavioral Health System, created in 2008, strives to diversify the behavioral Psychiatry is integral to Rogers’ success and its extensive medical staff includes more treatment of children, teens and adults with anxiety, mood, eating and substance-use disorders. Rogers’ unique treatment environment offers four levels of patient care: inpatient, intensive outpatient, partial hospitalization and residential treatment. healthcare system. The system is composed of Rogers Memorial Hospital, Rogers Patients participate in a range of therapeutic activities which may include: experiential Training, and Rogers Partners in Behavioral Health; its goal is to deliver the highest dialectical behavioral informed skills therapy, and family therapy. Memorial Hospital Foundation, Rogers InHealth, Rogers Center for Research and quality behavioral health services with the best outcomes in the United States. Market Segment In partnership with several hospital systems, Rogers provides over 45% of inpatient mental health care in the state of Wisconsin. A majority of Rogers’ patient come from the local community with over 65% coming from Waukesha and Milwaukee counties. The hospital has grown with this community. In addition to hospitals in Oconomowoc and Milwaukee, there are treatment centers in Brown Deer, Kenosha, Madison and Tampa, FL. Plans call for Rogers to convert its Brown Deer treatment center into a 56-bed hospital and expand treatment into adjacent property in 2015. back Environment Analysis therapy, group therapy, individual therapy, cognitive behavioral therapy, spiritual care, Future Forecast Local communities are increasing emphasis on mental health in public health initiatives. A recent Joint Community Health Needs Assessment prepared by Wipfli LLP (Minneapolis, MN), addressed the most significant needs facing the Rogers communities: 1. Access to Care 3. Integration of Behavior Health into Primary Care Setting 2. Reduction of Stigma (relating to mental health) 4. Community Support Groups 5. Knowing Where to go for Help. forward Rogers Memorial Hospital Homepage Child & Adolescent Main Page Overall the homepage This page will model to the user. We will explain by age. As with is visually appealing be looking closely at the pages navigation system, information hierarchy and mobile accessibility. back Environment Analysis how services might be the homepage, we will be looking closely at the pages navigation system, information hierarchy and mobile accessibility. forward Rogers Memorial Hospital OCD & Anxiety Main Page Locations Page This page will be This page will be explanations based location imagery with templated for service on illness. As with the homepage, navigation, information hierarchy and mobile accessibility will be reviewed. back Environment Analysis revised to connect services provided; allowing visitors to better understand the connection. Page navigation, information hierarchy and mobile accessibility will be addressed. forward Aurora Behavioral Health Services Aurora Health Care is a non-profit health care provider serving communities throughout eastern Wisconsin and northern Illinois. Environment Analysis Sidebar navigation allows for selection based on age or program Core Competencies Interactive screening access & referrals accessible patient-focused doctors and staff strive for coordinated care. Users can adjust point size, print and share content via social media Aurora Behavior Health Services offers complete mental health treatment options. The Treatment Options “What’s New” section available Children, adolescents, adults, older adults, couples and families will find treatments Copy heavy pages use headlines and subhead as well as linked text Disorder, Depression, Eating Disorders, Obsessive Compulsive Disorder, Panic Page functions overlap and should be more clearly defined available for Substance Abuse, Anxiety Disorders, Attention Deficit Disorder, Bipolar Disorders, Schizophrenia, Stress Issues and mental health & quality of life concerns. Inpatient, intensive outpatient, partial hospitalization and day treatment are available. Locations Treatment location is dependent on the services patients require. Aurora has three hospitals: Aurora Psychiatric Hospital (Wauwatosa), Aurora Sheboygan Memorial Medical Center, Aurora St. Luke’s South Shore (Cudahy). Thirty-three Aurora clinics offer Small scale photos and graphics Specific staff information not available Find a Doctor search available Poor Translation to Mobile additional services. back forward Children’s Hospital of Wisconsin - Psychiatry and Behavioral Medicine Program Founded in 1894, Children’s Hospital of Wisconsin (CHW) is one the nation’s top pediatric hospitals. This private, non-profit hospital is ranked as 4th in the country by Parents magazine. Core Competencies The hospital prides itself in providing expert, pediatric-trained physicians. The Psychiatry and Behavioral Medicine Program staff at CHW is composed of experts in child and adolescent psychiatry, pediatric psychology, neuropsychology and psychotherapy. Treatment Options Diagnosis and treatment is available for a range of psychiatric and behavioral conditions including anxiety disorders, ADHD, Bipolar disorder, depression, psychotic disorders and other early childhood psychiatric and behavioral issues. Consultation, evaluation, testing and medication management are available as well as group, individual and family therapy services. Locations Patients can visit the Main Campus or Downtown Health Center in Milwaukee, Greensquare Developmental Specialists in Glendale or Oak Creek, or New Berlin Clinic in New Berlin. back Environment Analysis Clean Presentation • Breadcrumbs available for location determination. • Sidebar navigation with sub-menus. • Key terms linked. • Headlines and subheads for readability. Contact Us & “Teaching Sheets” easily accessible Users can adjust point size, share and print content Staff bios available Few graphics, no photography Good Translation to Mobile • Contact information remains key • Immediate access to Urgent Care • Good sidebar translation • User friendly navigation forward Columbia St. Mary’s Behavioral Medicine Environment Analysis For over 165 years, Columbia St. Mary’s has been caring for individuals and families Breadcrumbs and tiered sidebar available for location determination Columbia Health System sponsor Columbia St. Mary’s. Users can adjust point size, share & print content in Milwaukee Ozaukee, Washington and Sheboygan counties. Ascension Health and Core Competencies Columbia St. Mary’s provides treatment for Alcohol and Drug Dependence, Chronic Graphics used as part of site grid system Mental Illness, Coping with Physical Illness, Depression and Emotional and Cognitive Minimal information available on programs, hierarchy very shallow, linked text not used Treatment Options Inpatient hospitalization, partial hospitalization and intensive outpatient programs are Contact information not prevalent on page available for adults. The hospital also provides an Adolescent Substance Abuse Program Partial translation to mobile (ASAP), detox services and Electroconvulsive Therapy. Issues of Older Adults. Locations Columbia St. Mary’s system is composed of four hospitals, over 60 community clinics and several Urgent/Express Care Centers. Behavioral health services are available at Columbia St. Mary’s Hospital in Ozaukee, Columbia St. Mary’s Women’s Hospital and Columbia St. Mary’s Huiras Center in Mequon. back forward Froedtert & the Medical College of Wisconsin Behavioral Health Services Froedtert & the Medical College of Wisconsin Hospital is one of two academic medical Breadcrumbs and tiered sidebar available for location determination at the Medical College of Wisconsin. The hospitals clinical research trials and studies Users can print content centers in Wisconsin. Its physicians are world-class researches, clinicians and educators enhance the quality of healthcare in locally and beyond. Core Competencies The hospital understands the importance of patient mental and emotional well- being. To augment community behavior health services, it has partnershiped with Rogers Memorial Hospital. Froedtert addresses the needs of adolescents, children, adults and seniors related to depression, anxiety, chemical & substance disorders and Recurrent sidebar for Appointments, Locations & Questions sections Users may navigate with homepage links or side navigation Minimal photography used Pages are text heavy interpersonal issues. Specific staff information not available Treatment Options Poor translation to mobile abuse and chemical dependency treatment are available on an outpatient basis. Crisis Individual and group counseling, psychotherapy and psychiatry as well as substance care and hospitalization are available through Community Memorial’s impatient Environment Analysis program. Locations Inpatient treatment is available at Community Memorial. In addition, outpatient services are provided at Germantown Health Center, Hartford Health Center, Menomonee Falls Behavioral Health Center, Moorland Reserve Health Center, North Hills Health Center and Tosa Health Center. back forward ProHealth Care Behavioral Medicine Center Waukesha Hospital System and Oconomowoc Memorial Hospital merged to form Breadcrumbs and minimal sidebar available for location determination ProHealth Care is the largest health care provider between Milwaukee and Madison. Users may navigate with homepage links or side navigation Core Competencies Print, share & bookmark links available; however only the print link functions. ProHealth Care in 1998. The system includes three hospitals and 15 primary care clinics. ProHealth Care strives to provide all-encompassing mental health assistance. Staff offers mental health as well as alcohol & drug treatment. Treatment Options The ProHealth System provides assessment and referral services, inpatient and partial hospitalization treatment, and outpatient services to help adults and adolescents. Inpatient treatment is available for alcohol dependence, psychiatry, geropsychiatry Quick Links distracting No photography used Copy is well edited however requires traditional reading strategies versus scanning. and medical detoxification. A range of outpatient treatment options are available for Specific staff & location information unavailable counseling and neuropsychology as well as art, music & recreational therapy. Contact information not prevalent on page Location Partial translation to mobile poorly executed seniors, adults, adolescents and children including individual & family therapy, group All mental health services are provided in the Behavioral Health Services location in Waukesha. back Environment Analysis forward Wheaton Franciscan Mental Health & Addiction Care Wheaton Franciscan Healthcare is a non-profit organization serving the Southeast Wisconsin community for over a century. The system is one of the areas largest healthcare provides and includes acute-care & specialty hospitals, outpatient centers, Environment Analysis Breadcrumbs and sidebar available for location determination and navigation transitional & extended care facilities, home health, hospice care and medical clinics. Users can adjust point size, print and share content via social media Core Competencies Effective implementation of jQuery Wheaton Franciscan strives for a multi-discipline approach toward emotional and relationship problems, mental health issues and addiction. Staff includes psychiatrists, on web and mobile application for better data management. psychologists, clinical therapists, drug & alcohol counselors, nurse practitioners, Minimal photography used registered nurses, chaplains, occupational & activity therapists, dietitians & pharmacists. Treatment Options Copy is well edited and easily navigated Assessment and evaluations are provided to place patients in the appropriate Specific location information requires exploration Services are provided for children, adolescents and adults suffering from a range of General contact information difficult to locate counseling, intensive outpatient, inpatient or medication management program. emotional, mental health and addiction issues. Employee Assistance Programs are available. Good translation to mobile Location Treatment location is based on evaluation. Inpatient treatment is provided at St. Francis Hospital on the south side of Milwaukee or All Saints Hospital in Racine. Outpatient treatment may occur at one of Wheaton Franciscan Behavioral Health’s Milwaukee facilities or at counseling centers in Burlington or Kenosha. back forward Introduction Environment Analysis User Personas Wireframes Proposed Redesign Rogers Memorial Hospital, Inc. User Experience Re-stage Proposal User Personas John, spouse of a women suffering OCD Jennifer, young adult suffering heroin addiction back forward John’s Story John, a mid-level manager at a local company, is married to Janet, a self- Jennifer’s Story 34, Male proclaimed perfectionist. They have a supportive network of friends and family. Janet is a creative professional and works in downtown Milwaukee, a 15-minute drive from the couples’ home in Brookfield. Prior to marriage, the couple dined out frequently and had an active social life. During her spare time, Janet used to deliver meals and counsels Alzheimer’s patients at a local senior center. Pre-marriage John had recognized Janet’s goals of perfection but did not find them worrisome. Since merging households her contamination fears have become concerning. John returns home from work each evening to find Janet waiting by the door to confirm that John removes his shoes. Janet explains that she needs to make sure John puts them in the ‘safe’ place; one that she has designated for ‘contaminated’ belongings. Shoes in the home are prohibited because they spread outside contamination throughout her safe zones. Should John ‘forget’ the rule he knows Janet will stay up late and clean for hours. It is easier to follow her rules than to deal with the guilt of having her excessively clean and the accompanying accusations and irate behavior. While Janet takes care of all of the household cleaning, John is responsible for handling all “contamination”; therefore John must remove all household garbage each morning before departing for work. John finds himself asking, “Can I find help for Janet’s rituals before they ruin our marriage?” back Jennifer is from a close and loving, middle-to-upper class suburban family. User Personas 21, Female She was happy, optimistic and popular in high school. She drank occasionally at high school parties but never experimented with drugs until she tried weed at the age of 18 - she hated it. She completed an associate’s degree and was working toward a bachelor’s degree when she went through a tough breakup with her long-term boyfriend. She started hanging out with a new crowd; a group that included recreational Percocet users. Although Jennifer’s brother was a heroin addict for 7 years, she believed her new friends when they told her that she would not become addicted by using just one time. Her first experience brought her a feeling of euphoria and she was hooked. She started using on weekends but was quickly using everyday. Her boyfriend came back into her life and she stopped using. She went thought a mild withdrawal. For her 21st birthday, she and her boyfriend planned a trip to Chicago. She wanted to get some pills for the occasion and met her dealer in a parking lot. He didn’t have Percocet but Heroin. He said they were the same thing, just better and cheaper. Needing a hit, she snorted the scram. She believe this was the beginning of her end. Within a month she could not go more than 4 hours without using. Her days revolve around her addiction. She has been kicked out of her family home, she is living on a friends couch and pawning whatever necessary for the next hit. She hates herself and wants desperately to find her. forward Introduction Environment Analysis User Personas Wireframes Proposed Redesign Rogers Memorial Hospital, Inc. User Experience Re-stage Proposal Wireframes Flowchart Homepage Child & Adolescent Services OCD & Anxiety Services Locations back forward Site Flowchart Information Hierarchy Mobile access is an important component of the proposed re-phase. A mobile Wireframe FULL SITE HOMEPAGE MAIN MENU NEWS/EVENTS FULL SITE SECONDARY MENUS MOBILE SECONDARY MENUS MOBILE SIDE MENU NEWS/EVENTS HOME first design has been pursued. Information architecture was carefully considered Proposed Page Design Included Adult Services as part of wireframing. Child & Adolescent Services Eating Disorder Services On the current site, page functions are often fractured. Some sections have TREATMENT multiple services pages. Several pages are allocated to treatment specific Areas of Expertise levels of care. Users may be overwhelmed by the haphazard method in which OCD & Anxiety Services Depression & Mood Services Addiction Services these pages are presented. Finally, navigation is complex, providing users Levels of Care with an excess of menu items within the main menu and secondary menus. Screening Request The proposed flowchart consolidates page functions, limits menu items and simplifies the overall presentation for a better user experience. ADMISSIONS To provide a design in line with current best practices, it is suggested that the Insurance Coverage Insurance Coverage Financing Residential Care Financing Residential Care What to Expect Where to Stay website be responsive and include a sidebar menu. This presentation will allow Where to Stay Admissions FAQ users in search of help to access all information whether approaching the site on a phone, tablet or computer. A responsive design will also simplify site maintenance, ensuring that the site can be effectively maintained. ABOUT Mission, Vision & Values Mission, Vision & Values History History Psychiatric Team Locations The simplified information architecture will assist website visitors. To further simplify the mobile presentation, secondary information has be moved to the sidebar menu. SUB MENUS CALLS FOR ACTION Rogers Behavioral Health Systmes Rogers Behavioral Health Systmes Administration Administration CALLS FOR ACTION EXPANDED FOOTER back forward Homepage Wireframe Mobile Adaption A majority of users visiting the mobile site require immediate assistance. In lieu of presenting “News” and “Events” on the main screen of the mobile version, we suggest including a call button and presenting relevant patient resources. Current best practices for mobile design include a corporate logo. Beyond building identity recognition, this logo will function as a “home” button. A sidebar menu with universal menu symbol is suggested. This menu is in line with current standards and will include a close button. Also in line with current mobile practices, a search feature has been included. As illustrated in the flowchart, the site menu has been simplified for both web and mobile applications. For better user experience, a four-item menu (Home, Services, Admission, About) is suggested. A jQuery accordion will be used to display the streamlined menu on the mobile homepage. Users accessing the sidebar menu will have access to “News”, “Events”, and secondary site information. Tiered navigation will allow users visiting this responsive site to intuitively search for information. Call to action links will be stacked beneath the accordion menu. back forward Homepage Wireframe Full Site The website will be an expansion of the mobile site. The dramatic “Call For Information” header has been retained. The header will include a search option as well as the streamlined main menu items. The prominent main menu and spacing will allow for an expanded News/Events section on the website. This architecture is similar to that of the current site; however, the slider images are linked to the articles and may be selected from the menu. News articles will be the default menu. Users may chose the Events menu. Call To Action links are included at the bottom of page above an extended footer with partial site map. back forward Child & Adolescent Services Wireframe As a proven leader in focused behavioral treatment, it is desirable to provide visitors with the ability to research treatment based on stage-of-life. Mobile Adaption The Child & Adolescent Services page will introduce treatment information and provide quick access to additional information with the implementation of a jQuery menu. As with the main menu, it is proposed that this menu be an intuitive, hierarchy of information. Page content will be reviewed, divided by section head, and formatted accordion-style when applicable. Full Site Breadcrumbs should be introduced to help with site navigation. To engage the visitor, position the Child & Adolescent Services page as a section introduction, and provide the opportunity to highlight Child & Mobile Adaption Adolescent information, a slider has been introduced to the page. A sub-menu is introduced. This menu is highlighted and visually connected to the page headline with a color bar. Admission information is highlighted in a color box as well as placed higher on the page to act as a “Call To Action”. Page copy has been streamlined and presented in grid format. back Full Site forward OCD & Anxiety Services Wireframe Mobile Adaption Visitors can access illness-based treatment information, such as “OCD & Anxiety Services” via the Services “Areas of Expertise” menu. Users may quickly access additional information with the implementation of a jQuery menu. As with the main menu, it is proposed that this menu be an intuitive, hierarchy of information. Page content will be reviewed, divided by section head, and formatted accordion-style when applicable. Full Site Breadcrumbs should be introduced to help with site navigation. To engage the visitor, position the OCD & Anxiety Services page as a section introduction, and provide the opportunity to highlight Child & Adolescent information, a slider has been introduced to the page. Mobile Adaption A sub-menu is introduced. This menu is highlighted and visually connected to the page headline with a color bar. Admission information is highlighted in a color box as well as placed higher on the page to act as a “Call To Action”. Page copy has been streamlined and presented in grid format. Full Site back forward Locations Wireframe Patients to Rogers may need to become intimately involved with hospital’s facilities. Learning about these facilities will help to make new patients feel comfortable with their care plan. To consolidate the site presentation, the Levels of Service component of the website has been expanded and moved high into the site’s navigation. Viewers will be directed to locations from the Levels of Service pages as well as the About menu. Mobile Adaption Visitors can review location information with the help of a jQuery menu. Each location will have links to the types of care available at that location. Photo galleries will be provided when available. Full Site Breadcrumbs should be introduced to help with site navigation. Mobile Adaption Site photography and address information will be used on this index-style page. The page will make use of the grid format that has been established. As with the mobile adaption, each location will have links to the types of care available at that location. Each site photo will link the user to a more robust page that will explain the location and its services. Full Site back forward Introduction Environment Analysis User Personas Wireframes Proposed Redesign Rogers Memorial Hospital, Inc. User Experience Re-stage Proposal Proposed Redesign Homepage Child & Adolescent Services OCD & Anxiety Services Locations back forward Homepage Design Proposal 800-767-4411 Call for Information Life. Worth. Living. MET HOME ADMISSIONS TREATMENT Search TREATMENT Roger Memorial Hospital - Tampa Bay Grand Opening a Success! View All News ABOUT FREE SCREENING EVENTS Child & Adolescent Services Areas of Expertise Eating Disorder Services oger Memorial Hospital - Tampa Bay Levels of Care rand Opening a Success! OCD & Anxiety Services ogers’ Child & Adolescent Specialists to articipate in AACAP Meeting Addiction Services Depression & Mood Services xpansions Bring Added Services o Rogers Memorial Hospital - Kenosha Coming Soon: Expanded Residential Adolescent Services Rogers’ Eating Disorders Specialist to Present at 2014 NEDA Conference ABOUT oming Soon: Expanded Residential dolescent Services Rogers’ Child & Adolescent Specialists to Participate in AACAP Meeting Mobile Adaption ADMISSIONS Life. Adult Services EVENTS Expansions Bring Added Services To Rogers Memorial Hospital - Kenosha REATMENT ABOUT EWS NEWS 800-767-4411 Call for Information ogers’ Eating Disorders Specialist Coming Soon: Expanded Residential Adolescent Services (Menu In Use) The Nashotah program, a new residential program for adolescent females with mood disorders and emotional regulation difficulties, is opening soon at Rogers Memorial Hospital-Oconomowoc. The 12-bed... + Read more REDUCING STIGMA WAYS TO GIVE (Elongated View) Services Admissions About Careers Child & Adolescent Services Insurance Coverage History Ways To Give Adult Services Eating Disorders OCD & Anxiety Depression & Mood Addiction Levels of Care Screening Request Financing Residental Care What to Expect Where to Stay Admissions FAQ Mission, Vision, Values Psychiatric Team Locations Rogers Behavioral System Health Care Professionals Additional Resources Reducing Stigma COA Joint Commision Community Health Needs Assessment Administration Newsroom © 2014 Rogers Memorial Hospital. All rights reserved . Full Site back forward Child & Adolescent Services Design Proposal 800-767- 4411 Call for Information Child & Adolescent Services Child & Adolescent Services Life. Worth. Living. Search HOME + SERVICES ADMISSIONS ABOUT + Mobile Adaption + Typical Day at the Child Center The unique environment of the Child Center allows our staff to gauge your child’s ability to interact with other children, to assess his or her progress in therapy activities, and see first-hand how... + + Read more (Elongated View) Full Site back forward OCD & Anxiety Services Child & Adolescent Services Design Proposal Child & Adolescent Services Search + + + Mobile Adaption Typical Day at the OCD Center + The Obsessive-Compulsive Disorder Center provides intensive and challenging treatment in a structured, manageable environment through the use of a graduated exposure hierarchy and a comprehensive... + Read more (Elongated View) Full Site back forward Locations Design Proposal 800-767- 4411 Call for Information Child & Adolescent Services Child & Adolescent Services Life. Worth. Living. Search HOME Home Location Information SERVICES A o t ADMISSIONS Location Location Information Mobile Adaption (Elongated View) Full Site back ABOUT