A responsive website for a local business to inform on service costs and contact methods
Product Brief
The KT (Kien Toan) Acupuncture and Herb website is made for a mom & pop small business , specializing in acupuncture and Chinese herbal supplements. The business is interested in having an inclusive and informative website to aid in effective business operations
Timeline
2 Weeks
Deliverable
End-to-end Software as a Service (SaaS) Prototype
Problems to Solve
❓ Clearly define the business services and prices, and be a source of truth for FAQ
🩺 Effortless Appointments booking system to improve user experience and operations
🌎 Must be accessible for diverse individuals to try out Eastern medicine
Discovery
Client Interview
Interview Goals:
Finalize the needs of the target audience
Gather comprehensive information on services, costs, and mode of contact
Determine accessibility and inclusivity necessities
The client interview responses were analyzed and organized into an affinity map to emphasize the client's needs.
User Interviews
Even after the client interview, an additional user research was necessary to gauge the average user’s needs. I conducted a quick independent user interview of 4 random users to understand the average expectation when viewing a local business’ website.
Define
How Might We Questions
❓ How might we clearly communicate business' services and pricing details for users, new to Eastern medicine, contact the business?
❓ How might we design a user-friendly and thoughtful website to build trust and aid users in visiting the business?
❓ How might we design a detailed website and eìortles
Information Architecture
Even after the client interview, an additional user research was necessary to gauge the average user’s needs. I conducted a quick independent user interview of 4 random users to understand the average expectation when viewing a local business’ website.
Design
User Flow
Low Fidelity Wireframe
Mid Fidelity Wireframe
Test & Finalize
Usability Test
In usability testing, it was crucial that users are educated of the business services, can índ information they needed, book an appointment or request their questions answered (with the option to call), and eìortlessly navigate the site.
Participants:
A regular customer of the business
Two users in their 20-30s who are not familiar with the business
The business owners (2)
Implement Feedback
❌ BEFORE
Both users and client like the home page and the overall design of the website but states there are excessive sections that may not be necessary.
✅ AFTER
Excessive sections such as the "Why Acupuncture and Herb?" and the "Benefits" section are removed and replaced with a larger and clearer design of the Services section. Improved information organization by moving the business information to the contacts section only.
❌ BEFORE
The pricing is confusing since there are insurance/noninsurance pricing, along with an add-on services label being too small and was unsure of what it was for at first glance.
✅ AFTER
A yellow label is created with green background to signify the service accepts insurance, but does not claim it is free as insurance pays or there may be copays. Price without insurance is shown with add-ons clearly stated at the end.
❌ BEFORE
The book an appointment form has too many inputs that users are not sure if they are necessary. Client also expressed the excessiveness of the contacts form when sessions can vary by duration and types of services.
✅ AFTER
The booking form is removed to provide more emphasis on the business contact information. Users will be incentivized to visit the business if they are local or contact the business directly for questions or booking.
Final Product
The final design is developed on Framer for responsive screens, such as phone and tablet.
Solutions to Problems
Communicating Service and Pricing
Communicated the details and benefits of services along with associated costs. Quick view of business contact information.
Confident and User-friendly Experience
Consideration for diverse audiences, specifically users who are not English proficient or familiar with technology.
If I can repeat this project
Develop an accommodating scheduling form for the owner's limitations and unique business operation.
Include more accessibility features, such as automatic translation, questions submission forms, and more educational resources for new audiences.
