Over the past year we’ve focused on research, development and user testing to build and launch the new health professionals section of our website.
Gabrielle, Director of the Web Access team, said the first step was listening to health professionals and understanding how, when and why they use the website.
‘We learned that health professionals use our website differently to other customer groups,’ Gabrielle said.
‘They’re time-poor and task-driven. They want to jump online to complete tasks and quickly find accurate, up-to-date information so they can continue to help patients.’
We engaged with 702 health professionals, 582 customers and 123 business and community groups. This helped us identify the top 3 user needs:
- finding correct item numbers
- checking patient entitlements
- checking patient care plans.
‘We created a new task-based information structure that reflects the way health professionals use our website,’ Gabrielle said. ‘It makes it easier for them to find what they need.
‘We’ve also reviewed, streamlined, and simplified about 890 existing pages of content.’
When accessing the new section, health professionals are now quickly guided to information for:
- patient care
- payments and claims
- practice administration
- individual practitioners.
‘Feedback we’ve received highlights improved reader comprehension and information accuracy, as well as improved findability - giving a much better user experience,’ Gabrielle said.
‘Going forward, we’ll continue to evolve the website to deliver the best possible solution for our users.
‘Our ongoing schedule of continuous improvements ensures we continue to deliver a reliable and consistent end-to-end website experience.’
Check out the new health professionals section of our website.