Customer Experience of Long-Term Care Facility Selection

Challenge

Create an interactive tool to help families select the right type of long-term care for their loved ones.

Approach

Customer-Validated Design And Content

Useagility designed several different concepts for the new tool and website. We then tested those prototypes with seniors and their adult children, as well as referrers and caregivers to garner insights from users in real-time. Using those insights, we iterated on the designs throughout the testing process.

Additionally, we know that in consumer-facing healthcare applications, using language that customers understand and identify with is critical to usability. By adding questions to our research to validate the core language in this application, we were able to confirm that it addressed key questions for both the user and the business.
Result

Aligning Marketing Objectives With Customer Needs

Through analysis of the existing site’s content, design, and usability, Useagility identified an opportunity for the company to leapfrog their competition by incorporating an interactive web-based tool to help users understand different types of senior living and long-term care facilities. By engaging users throughout the design process, we created a tool that gives consumers confidence that they are selecting the right type of care for their loved ones.