The flu shot locator experience on uhc.com had remained the same for years. Despite the 58,000 visits the page received each year, it was near top of the list of pages that users struggle with on our site. There were significant issues with unreliable data leading to inaccurate results (ie. results showing photo centers, recently closed locations and locations that haven't opened yet). The tool had limited functionality with multiple fields being required and no filtering capabilities.
In 2023, I was tasked with the opportunity to redesign the experience. Users needed the ability to quickly find flu shot locations covered by insurance in their area. I completed a "best in class analysis" to gather themes and better understand what makes using a locator tool a positive experience. I compiled analysis of competitors vaccine locators, as well as similar tools such as restaurant and retail locators.
I met with developers and product leaders to understand the requirements and page analytics to design the experience. I focused on a mobile-first mindset, as 61% of users that accessed the page did so on a mobile device. I connect with developers from the Optum team that made me aware of an API that we could use to provide contact information of each flu shot location to our users. I designed the experience with an option to toggle between "map view" and "list view", as well as filtering capabilities, allowing users to quickly narrow down large amounts of flu shot locations, leading to a more focused and efficient browsing experience, reducing cognitive load, and ultimately improving user satisfaction by helping them find exactly what they need faster.
