CalOptima.org

Creating a modern, intuitive user experience

USER EXPERIENCE · PROTOTYPING · FRONTEND DEVELOPMENT

CalOptima Case Study

Role

· UX/UI and Frontend Development Lead

· Coordinated with the Project Manager ensure compliance with business requirements across each sprint

· Developed a robust testing strategy prior to deployment

· Interviewed, hired and trained two UX/UI contractors

Summary

The CalOptima.org website has thousands of daily visitors from a variety of diverse backgrounds, but a significant portion of those visitors had difficulty accessing the materials they were looking for due to outdated technology and a disorienting site structure. Additionally, the nearly 10 year old website was not optimized for mobile devices.

Project Goal

Create a website experience that is fluid, modern and intuitive, where Members, Providers and Community Stakeholders can easily access the information they need across a variety of devices and platforms.

When sketching and creating wireframes and prototypes, my focus was on a mobile-first design that was reaching a critically underserved user base – CalOptima Members without access to a desktop computer who relied on their mobile device to interact with the website. It was imperative to provide an experience that presented information in a clear, concise form and a site structure that was easy to navigate. Additionally, all throughout the design process considerations were made as to how the design would adapt using different languages.

CalOptima Case Study AdobeXD

With the prototypes approved, I worked closely with the development team through the Agile process, designing and testing new layouts and application pages when they were implemented into the Sitecore Content Management System. I also managed project planning and tracking of new written site content, which was a joint effort between Communications, Regulatory Affairs and Compliance, and the Cultural & Linguistics departments.

CalOptima Members Section in Multiple Languages

Additionally, I lead a team of contractors to build entirely new sections of the website using approved written content and translations and I drafted a comprehensive testing plan which included testing on multiple browsers and mobile devices in multiple languages. Finally, I worked with the Project Manager to create a deployment plan to ensure a smooth transition to the new website.

All along the way I provided feedback and made decisions that moved the project forward.

Results

Through increased accessibility by offering a fully responsive experience in seven threshold languages, Member calls to Customer Service seeking information on the website steadily declined and website engagement steadily grew.

Key Learnings

Embracing the mobile first approach: Knowing a significant portion of website visitors use mobile phones for access influenced our design strategy and approach.

Design thinking: This project required a high degree of creativity to explain design decisions to both developers and stakeholders in easily understood terms.

Compliance: The team was challenged to create a design that would satisfy both design goals and remain in compliance with Medi-Cal, Medicare, and Section 508 regulations.

Innovation: The collaboration and sharing of innovative ideas allowed the team to create successful solutions and overcome obstacles.