As we deployed the UCHealth Experience Framework, we were challenged with reaching 33,000+ employees with a small team of 10 in a fast-paced, healthcare environment. Our team decided it was best to develop an Experience Hub that would act as a database for all things experience and centralizing our resources.
Myself, along with one other UX-Designer, spearheaded this project. We received support from our Experience team for content, accuracy, and testing.
Approaching Experience
To develop a powerful resource, we surveyed our staff and regular users to understand what would add value to their everyday workflow. We also identified those who did not receive Experience Framework training to uncover intrinsic motivation for learning. Some of the things we heard most regularly:
What is Set, Meet, Own, and why does Experience matter?
What resources are available that help support our staff?
How do we use data to support our initiatives?
Where do we go when Experience goes wrong?
Based off user feedback, we focused on 3 powerful goals:
Easy navigation to retrieve resources easily.
Language that was simple to understand.
Transparency on how campaigns and projects are developed.
Information Architecture
We developed many tools, resources, and escalation pathways for Set, Meet, Own, and needed to clearly navigate users to the correct places quickly and efficiently. We started on the wireframes and began visualizing our data, ensuring that information was properly organized and easily digestable in a fast-paced environment.
Experience, Innovation, and Marketing
Experience also shows who we are to the community we serve. In addition to our system-wide policies, we created partnerships and campaigns to empower Coloradans with apps and websites that deliver seamless digital experiences.
Wireframes
To quickly sprint through design, we created low-fidelity prototypes that gathered positive feedback. We wanted to be proactive in responsive web design and included ideas for desktop, tablet, and mobile views to overcome early discrepancies.
A/B Testing & Development
Before building out the site in Wordpress, we needed to make sure that our navigation performed seamlessly and content made sense. Each section was carefully reviewed to ensure that a story was being told and each section had a specific goal in mind.
What is it?
Who does it apply to?
Why should you care?
How can you can practice it?
Where does it impact yours and others’ everyday work?
We deployed a prototype to 50 users (25 that were familiar with the Experience Framework, and 25 who were not) and got amazing feedback that drove the development forward and allowed us to complete the Resource Hub within 6 weeks time.
Conclusion
We were able to complete the Experience Hub by holiday of 2024 and fully deployed the site to the organization in January 2025. We then evaluated results over the next 3 months to measure impact and found the following:
Significant boost to 800+ daily users.
Average conversion rate of 59%.
10+ Patient Experience inquiries per week.
By creating the Experience Hub, we were able to reach 10x our normal audience, as reflected in the organizational policies in the previous case study. Ideally, we wanted to have meetings and workshops to deploy the Experience Framework, but we found significant advantages deploying virtual tools that were versatile and easy to understand.
Challenges
The dynamic environment created constant change for employees — new QR codes, digital newsletters, and EPIC (charting system) updates — which resulted in some users viewing the Experience Hub as "another thing" to add onto their plate. Some of these users voiced that they want to be "told what to do" instead of adding another meeting.
The Two-man (in this case, woman) development team was small but rewarding to work with. My partner and I were the only ones versed in visual design and front-end development, but we succeeded in design sprints and building the site, going beyond expectations of some of our most critical peers.
Continued Opportunities
Information, technology, and practice are constantly updating. As the team continues to gather feedback and research, the resources will continue to change and remain updated. Within this, we are constantly monitoring analytics and ensuring compatibility with emerging trends and technologies.
