Healthcare
Apria
Apria is the leading provider in home medical equipment for patients with COPD, sleep apnea, diabetes, and more.
Project Type:
UX/UI Design
Marketing
Client:
Apria
Introduction
Apria wanted to update their existing e-commerce store and expand their digital offerings to include reorders, online bill payments, and patient resources. They tasked us with building these solutions into an all-in-one platform.
The Challenge
The scope of the Apria project was one of our largest to date. We had an entire e-commerce store to redesign with new, robust features to weave throughout the website. This meant we’d have to gather an expansive pool of user research from multiple persona types, test several different user journeys, and code everything into a responsive platform that ensured accessibility across devices.
The Challenge
The scope of the Apria project was one of our largest to date. We had an entire e-commerce store to redesign with new, robust features to weave throughout the website. This meant we’d have to gather an expansive pool of user research from multiple persona types, test several different user journeys, and code everything into a responsive platform that ensured accessibility across devices.
Featured Challenge
Apria’s team was experiencing too many support requests to manage through their customer support phone number and email. In an effort to keep their employees organized and provide better service, they wanted to add new educational resources such as FAQs, patient manuals, order tracking, and equipment returns.
Featured Challenge
Apria’s team was experiencing too many support requests to manage through their customer support phone number and email. In an effort to keep their employees organized and provide better service, they wanted to add new educational resources such as FAQs, patient manuals, order tracking, and equipment returns.
Featured Challenge
Apria’s team was experiencing too many support requests to manage through their customer support phone number and email. In an effort to keep their employees organized and provide better service, they wanted to add new educational resources such as FAQs, patient manuals, order tracking, and equipment returns.
Featured Challenge
Apria’s team was experiencing too many support requests to manage through their customer support phone number and email. In an effort to keep their employees organized and provide better service, they wanted to add new educational resources such as FAQs, patient manuals, order tracking, and equipment returns.
The Solution
For a massive project like this, we had the team evaluate the existing e-commerce site and compare the experience against best practices. Since the features they requested were all new, we undertook a lengthy competitive analysis to understand how each conversion flow functioned. The last thing we did for our research phase was a round of stakeholder and user interviews. Instead of sticking to questions about the existing experience, we observed users interacting with competitor websites to see what worked well and what didn’t.
Research
We investigated competitor platforms and took notes about how each component of the website operated. We then tested these products with existing users to see how they responded.
01
After verifying the usability of each flow and feature, we enhanced the visuals with logos, colors, typography, and imagery from Apria’s brand guidelines.
Branding
03
Design
02
Apria’s internal team took our designs and developed them into a live product. Before launching it, our designers collaborated with the client to ensure each page functioned as intended.
Apria’s internal team took our designs and developed them into a live product. Before launching it, our designers collaborated with the client to ensure each page functioned as intended.
Visual QA
04
Solution List
Mobile optimization was a challenge with such an expansive website. We wanted to make sure educational resources were visible on each product page. When constructing the information architecture, we kept product information above the fold. To seal the deal, we incorporated a chatbot to relieve some burden on the customer support phone system. This accessible CTA button helped us naturally draw the user’s eye to a convenient support solution.
Featured Solution
Mobile optimization was a challenge with such an expansive website. We wanted to make sure educational resources were visible on each product page. When constructing the information architecture, we kept product information above the fold. To seal the deal, we incorporated a chatbot to relieve some burden on the customer support phone system. This accessible CTA button helped us naturally draw the user’s eye to a convenient support solution.
The
Deliverables
Below you will find the main deliverables that we created for Apria. Deliverables can consist of mockups, presentations, videos, one-pagers, site maps, wireframes, the finished website itself, and so much more. Each project is different and requires different deliverables to achieve success.
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The Deliverables
Below you will find the main deliverables that we created for Apria. Deliverables can consist of mockups, presentations, videos, one-pagers, site maps, wireframes, the finished website itself, and so much more. Each project is different and requires different deliverables to achieve success.
No items found.
Research users and competitor platforms to identify pain points.
Design wireframes for each flow and test prototypes with users.
Implement the clients branding after each flow is verified.
Conduct visual QA after development to fix bugs and errors.
With the sheer number of new features we were creating, we knew the Apria project would be a massive undertaking. This is why we spent the majority of time on user research and testing. We wanted to make sure each piece of the puzzle was perfect before working it into the big picture. With our redesign, we enabled a smooth end-to-end journey for customers on and off the site. All you have to do is find the equipment you need, place your order, and count on Apria to take care of the rest!
Surfing.com was one of our biggest projects to date, and it continues to be ongoing with new features added every day, as well as more content in the form of videos. We continue to improve on speed/load times, as well as the onboarding flow for user profile creation. Our next steps are to create a mobile application.
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Surfing.com was one of our biggest projects to date, and it continues to be ongoing with new features added every day, as well as more content in the form of videos. We continue to improve on speed/load times, as well as the onboarding flow for user profile creation. Our next steps are to create a mobile application. Surfing.com was one of our biggest projects to date, and it continues to be ongoing with new features added every day, as well as more content in the form of videos. We continue to improve on speed/load times, as well as the onboarding flow for user profile creation. Our next steps are to create a mobile application. Surfing.com was one of our biggest projects to date, and it continues to be ongoing with new features added every day, as well as more content in the form of videos. We continue to improve on speed/load times, as well as the onboarding flow for user profile creation.
$12m
Surfing.com was one of our biggest
+23%
Surfing.com was one of our biggest
+50k
Surfing.com was one of our biggest
$12m
Surfing.com was one of our biggest
Client Testimonials
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