Redesign of St. John Ambulance NSW website
OVERVIEW
During a 4-week design challenge, our team redesigned the St. John’s Ambulance NSW website to enhance the course booking flow and support their mission.
St. John's NSW is a not-for-profit organization in New South Wales, Australia that provides first aid training and services.
During a 4-week design challenge from, our team focused on redesigning the St. John’s Ambulance NSW website to improve their course booking flow and to support their mission.
As a result, we secured the 5th position among 27 participating teams.
TEAM
Meghalee, Lynn Teoh, Patricia Namara
MY ROLE
Contributed to the overall process and focusing more on the UI design such as ideation, website audit, wireframes, high-fidelity designs and prototype.
Video - Redesigned proposed booking flow
Design components
Selecting mode of delivery
Finding suitable courses
RESEARCH INSIGHT
St. John's NSW customers faced difficulties in selecting suitable courses and contacted the organization for help.
During the preliminary usability test on the St. John's NSW website, it was discovered that users were facing challenges in finding crucial information such as course prices, pre-requisites, and other relevant details necessary for making informed decision.
Two other significant friction points were identified as well, which contributed to users losing confidence in the website’s usability.
SITE AUDIT SUMMARY
As my team delved into the usability study and competitive analysis, I conducted a site audit to identify further usability issues specifically related to the booking flow.
Site audit - Course listing page
Site audit - Course details page
Site audit - Billing page
PERSONA
St John’s NSW received calls from people who needed a certificate for work.
We were able to confirm that St John’s received many phone calls from people who were required to get a first aid certificate for work, regarding the selection of first aid courses.
The usability test showed that St. John's NSW course categorization was ineffective, as users couldn't find the right course, and the card sort activity was inconclusive because users found it hard to categorize courses that didn't match their mental models.
User search pattern for hard-to-find courses (Asthma & Anaphylaxis)
Proposed solution - First iteration
Usability study findings
Proposed solution - Second iteration
Pain points on course listing page
Proposed solution for categorization
Proposed solution - Final iteration
Proposed solution - First iteration
Usability study findings
Proposed solution for selecting mode of delivery of course
PROBLEM
During the preliminary usability test, it was discovered that users were frustrated with having to repeat their information in 3 different places (participant details, billing details, shipping details)
Pain points in the billing process
Proposed solution for the billing process
METRICS TRACKED
PROJECT TAKEAWAYS
