I think that overall, this project was very successful. We set out with the goal of providing an easy-to-access online tool for our users to make healthcare decisions during this unprecedented time of medical uncertainty and physical distancing. According to the positive feedback we received, we were able to do just that. Users were even impressed enough by the idea that they were eager to know when the pages would launch!
However, we did run into some obstacles. Most notably, we struggled with business priorities that conflicted with user needs. As noted in the "Live Get Care Page Design" section, our stakeholders wanted to emphasis our same-day online appointment scheduling option since that was more profitable than virtual care, despite user enthusiasm for virtual care over everything else. After much back and forth, we compromised by offering users a tantalizing "Where can I go if I need care now?" heading to encourage them to scroll down to the other triage options that included virtual care. While it is an imperfect solution, and I would have preferred to deemphasize same-day appointments so that the triage options could appear above the fold, I understand that balancing client needs with user needs is a valuable skill to learn. If there had been more time before we needed to go live, I would have invested time in something like a stakeholder map alongside stakeholder interviews to help understand where they were coming from, and to ultimately find a better middle ground.