St Peter’s Hospice

Pre workshop survey: We hosted internal workshops with the key department members to help us identify exactly what they needed the website to do and how we could streamline their processes.

Website survey: Interviews with their key stakeholders established how these groups used the website, and what they needed it to do. This enabled us to simplify the end user journey and give visitors what they want.

Heat mapping: We analysed what pages visitors looked at the most, and where visitors were dropping off.

This allowed us to see how their audiences were using and interacting with the current site. While the design was dated this still highlighted the areas that were most useful to the user, which then enabled us to refine our recommendations.

Persona workshops: We assembled eighteen personas, and from these we were able to group common themes and ultimately come up with three main personas “Professionals”, “Patients and Family”, and “Supporters”. These have formed the basis for our thinking particularly the customer-centric approach to the website.

To do this we created a working prototype on mobile and tested it on users to validate our initial research. Using a customer centred design approach, we created an inclusive, flexible design to provide better information and demonstrate the social impact that St Peter’s Hospice has on the local community. We integrated an online e-Commerce shop and eBay product feed onto the site to make customer purchasing easier, and embedded events and donation platforms.