SITE TYPE:NGO websites
RESPONSIBILITIES: information architecture, user experience, interaction design, and content strategy
On Lok’s websites did not meet the organization’s growing business needs anymore: High bounce rates, cumbersome enrollment processes and out of date content painfully exposed the websites’ lack of clear purpose and direction. Redesign changes would have to comply with PACE guidelines, section 508 of the Rehabilitation Act, the Centers for Medicare & Medicaid Services (CMS) and the California Department of Health Care Services, and provide multi-language support (Chinese-Traditional, Spanish and Vietnamese).
Transform a static brochure site into a dynamic multichannel customer experience. A new website brand architecture to provide clear paths to the parent company (On Lok, Inc.) as well as its subsidiaries necessitated a re-architecture of content and navigation from the ground up. A “flatter” architecture was needed to reduce clicks to important eligibility information and streamline enrollment processes and conversion/lead generation.
We delivered cohesive, responsive user experiences across multiple websites that streamlined lead generation and enrollment, informed consumers about the On Lok portfolio of services and drove donations. On Lok could again demonstrate market leadership internally and externally and support the business as it continues to grow new business units.