BayCare Health System
Optimizing a Search Experience
Search is the first step for many prospective patients seeking care. BayCare aimed to deliver an optimal, modernized search experience comparable to retailers such as Best Buy, Amazon, and other standout performers. Tools such as Coveo worked as the machine learning mechanism for delivering top quality search results.
PROJECT GOAL
Provide a mobile, tablet, and desktop-friendly search experience that connects BayCare prospective and existing patients to physicians, locations, classes and events, and additional content.
ROLE
My role was researcher and designer, considering everything from the presentation of the filters and facet groups, search results, and unifying the overall search experience..
The Original Design
The "before" of Find a Doctor on BayCare.org was limited to buttons that did not highlight the variety of filters we featured. Users were unsure of where to click.
The target areas of improvement included:
Integration of machine learning tools to optimize the filtering, location matching, and other key search engine tools.
Designing with machine learning algorithms in mind for search engine
Accessibility
Ease of use (increase completion rate)
Modernize UI to align with search standards cross-industry
Designing an ideal search experience
The initial mockups began with integrating the new filters on the left, which would be a simpler adoption pattern for existing search users. However, we decided to challenge ourselves further by providing richer physician profiles, clear action buttons, and indicators to support the BayCare Medical Group designated physicians.
Enhanced search capabilities
The final design result for Find a Doctor, features physician profile cards and configurable filters/facet groups.
Additionally, the data framework was enhanced to include an AI algorithm driven approach that optimizes based on a user’s location and previous visits. This ensured accurate and meaningful search results list.
The search refreshes at a higher rate and suggests results based on location and critical relevancy information.
Project Outcomes
The overall effort for search saw an increase in visit clickthrough by 10% within first 3 months.
Patients were able to more quickly find results and navigate to scheduling.
