CONTENT STRATEGY | USER RESEARCH DESIGN
Based on user research and interviews with subject matter experts, patients seeking care generally fall into three different categories: those who want to find urgent/emergency care right away, those who want to find care in the future, and those who are unsure if they need care sooner rather than later. This formed the framework for a broader content strategy (which included content audits and keyword analysis) that informed multiple co-creation sessions to develop a How To Get Care Triage Tool, currently featured on Kaiser Permanent’s website.
The tool guides the hospital’s most common use case: members who are unsure what type of care they need. Tailored call to actions appear based on user’s inputs.