Coherent Healthcare
Streamlined payments for healthcare clinics
As part of a 10-week UX/UI intensive course with Experience Haus, I was tasked with re-designing Coherent Healthcare’s website. Coherent Healthcare, a digital partner for healthcare organisations, focuses on optimising payment processes (open banking specifically).
Client
Coherent Healthcare
Role
Visual Designer UI & UX Designer User Researcher
Industry
Financial Healthcare
Date
June 2023 - August 2023
Objectives
The primary objective of the project was to redesign Coherent Healthcare’s website to enhance user engagement and encourage visitors to contact the company. I supported this goal by guiding the design process from discovery through to delivery, ensuring the site effectively reflected Coherent Healthcare’s role as a digital partner in optimizing payment processes for healthcare organisations.
Discovery
During the discovery phase of the project, I conducted an in-depth interview with the CEO of Coherent Healthcare to better understand the company’s current pain points and the improvements they were hoping to achieve. This discussion provided valuable insights into their challenges, such as the lack of clear product information and confusing navigation. I also carried out a comprehensive evaluation of the website’s current state, identifying several areas that needed attention. The website's user interface lacked accessibility, with a color scheme that didn’t meet standards—crucial for a healthcare company. Additionally, the text was difficult to read, and the business's core message was unclear. The navigation bar was another issue, as its buttons all directed users to the same page rather than distinct sections. These findings helped shape the redesign strategy, focusing on improving accessibility, readability, and clarity.
User Research
We conducted user research to understand the daily tasks, needs, and frustrations of finance and healthcare professionals using payment software. A Google Form survey was sent to 24+ participants, and we held scripted interviews with four users—two in finance and two in healthcare. Key insights revealed that users found existing payment software inflexible (“The payment software we use is not so flexible”) and that some struggled with adapting to new technology (“Takes me a while to get used to new technology. Not the most technologically-minded”). From our research, we identified three key user archetypes. Gen Z users prefer mobile-friendly solutions and flexible payment options. Millennials/Gen X value efficiency, direct communication, and budget-conscious solutions. Boomers rely on human support, need simple scheduling, and appreciate reliability. These insights informed our redesign, ensuring a more intuitive and user-friendly payment experience tailored to different user needs.
Mockup
We conducted a user interview with a UX design director, who provided live feedback while navigating the site, allowing us to observe his interactions and pinpoint areas for improvement. His key insights emphasised that “Healthcare is all about people” and “It’s about building a partnership & giving value,” highlighting the need for human-centered design. He recommended replacing icons and logos with images of people to create a more approachable and trustworthy experience, reinforcing the importance of user connection in healthcare design.
Final Design
Building on the insights from my user interviews, I redesigned Coherent Healthcare’s page with bold colours and a human-centered approach. The addition of a photo of doctors reflects the key feedback that healthcare is about building partnerships and giving value to users.
If I had more time on this project, I would focus on creating engaging product content and collecting real client testimonials. I’d also refine the client journey with stronger CTAs, design a seamless onboarding flow, and develop a demo video explaining what the product looks like and it's functionalities. Additionally, I’d analyse user data, present key insights with clear visuals, and ensure full responsiveness across all devices for a smoother user experience.