Case Study: YVUC Website and Mobile Redesign 2021
Yakima Valley Urgent Care (YVUC) is a multi-clinic urgent care clinic in Central Washington providing acute care for minor illnesses and injuries. Historically, urgent care facilities practice walk-in care models, meaning there is no registration or scheduling of patients prior to their arrival at the clinic. Then the COVID-19 pandemic began. Since late 2019, YVUC YVUC provided critical COVID-19 services and the clinic had need to develop a pre-registration system for COVID (or possible COVID) patients in an effort to reduce risk to other patients and medical staff, so a registration feature was implemented into YVUC's website/mobile site. However, patients with COVID symptoms continued to walk in without registering for appointments. After a survey of staff and patients, we determined that the system set up on YVUC's website was not intuitive or well-designed, especially for people with limited access to and knowledge of technology, those for whom English is not their first language, and those requiring accessibility accommodations (in accordance with WCAG). Patients knew they were supposed to register, but they were frustrated with the current system, and could not navigate it, so they continued to walk in. Our project sought to understand more about these assumptions and design a solution for YVUC. Design Question: How might we redesign Yakima Valley Urgent Care's website to increase efficiency and accessibility for patients?
