ARUP Laboratories is a medical diagnostics laboratory located in Salt Lake City, Utah, with 4,000 employees and 65 laboratories. Founded in 1984, ARUP is affiliated with the University of Utah’s Department of Pathology and provides national research and reference lab services.
I helped lead the successful redesign of ARUP’s primary website with insights from user-centered research and design principles.
- Redesign the website
- Adhere to new branding styles
- Quality and consistency in design
- Better navigation and wayfinding
- Improve customer experience
October 2018 – February 2020
- Project planning
- User research and testing
- Design workshops and reviews
- High-fidelity prototypes
- Drupal theming and development
- Post-launch analytics and optimization
My design process is closely aligned with the Nelson Norman Group’s UX training which I have taken part in. At every step of my design process, I keep the users at the forefront of my thoughts, empathizing with their experiences and perspectives. I advocate for the user’s point of view, especially in terms of accessibility standards and inclusive design practices.
It is also important to gain a thorough understanding of the scope of the project and business goals. During the initial discovery phases, I met with project stakeholders to understand the requirements to successfully complete the project. I then collaborated with other designers to perform user research, defined objectives, and strategized with insights from research.
I participated in user research to find out what the users do, think, and feel as they go through the website. Many data points were gathered using quantitative analytics, qualitative input from customers, and overall vision from stakeholders.
At this stage, I also identify common pain points across many different users and find unmet user needs, and I then create design solutions to those issues. I consider the potential interactions between different products, features, and platforms, and the final product to be delivered as a whole.
- User interviews and surveys
- Internal user focus groups
- Feedback from clients
- Google Analytics
- Google Optimize: A/B testing
- CrazyEgg and Microsoft Clarity: Heatmaps, UX recordings
Customer Journey Map
Prototypes & Iterations
I created wireframes that are mid-fidelity for users to be able to navigate through the pages and complete tasks during usability testing. I also presented these to the design team to receive feedback on what could be improved in the designs.
After testing layouts and information architecture with wireframes, I created high-fidelity prototypes in collaboration with other UX/UI designers and the corporate branding committee. I continued to iterate different designs based on user feedback and testing.
Note: I photographed the images used in the design concepts, some of which are also used on the live website.
The design philosophy is to help our users get what they need done quickly but also convey a corporate reputation of being a high quality laboratory dedicated to patient care.
This project was successfully completed in collaboration with other UX and UI designers, web developers, IT specialists, product managers, and director to executive level stakeholders. As the web design team lead, I listened and responded to customer and team feedback to ensure project success.
I monitored post-launch analytics in Google Analytics and Microsoft Clarity, and I set up and performed A/B testing in the Google Optimize platform. With the plethora of post-launch data, I and the web team have brainstormed and implemented new features and solutions to enhance user experience.
Visit the Live Website: www.aruplab.com