Consolidating Covenant Health’s Website Ecosystem
Covenant Health, a not-for-profit, community owned healthcare system in East Tennessee, needed help auditing their 80+ web properties to determine how best to redesign the network of websites. Based on user research, Designsensory recommended unifying the network under one umbrella site.
Our team started with in-depth user research. We performed moderated user interviews and remote task testing to determine the usability of the current websites. In addition to interviewing patients & caregivers, we interviewed prospective doctors and nurses about the employment experience.
We performed a content audit of all websites and found duplicated information across the system. Our research also uncovered tech and functionality issues, such as a broken physician search, and lack of a location search.
The content audit, along with insights from user testing, led the team to decide to unify all the websites under one parent website. In order to unify all the sites into one consistent experience, we created a complete design system. This allowed our team to easily scale the new design to accommodate all of the content we were combining, for the many physician offices and hospitals. This design system creates cohesion and a consistent look and feel for a website that has well over 1,000 pages.
The unified website not only improved the user experience for patients, but also for Covenant Health web managers, who no longer have 80+ separate websites to manage. Instead, all content is housed under a single CMS, with much faster load times, making the process of updating information much simpler.
While the UX & design teams updated the content and visuals, the development team was hard at work integrating with Covenant Health’s internal database of physicians and locations, creating from scratch a Location and Physician Search complete with filtering and sorting so patients can easily find the needed information.
Laptop – Covenant Health home page. Mobile – Patient Tools.
Results
Post-launch user testing showed that the new Covenant Health website system performed significantly better in nearly every respect. Participants were more positive about the website and rated tasks as easier to complete overall. The System Usability Score increased by 8.5% on mobile and 10.8% on desktop, and the Net Promoter Score on both device types moved from “favorable” to “excellent.”
Wireframes developed for key pages and services on Covenant Health.
Covenant Health bariatrics page, home page, doctor office page, mobile location search, and mobile menu.
