The Homepage

The homepage is the first page users see when they land on the My Bright Horizons platform. There had been many new additions to the homepage since I started at Bright Horizons, and it was time to redesign it for a better user experience.

It started simple... and then it wasn't

When I started in my role at Bright Horizons, the homepage was fresh off of MVP status and had a very minimalistic approach. Soon after starting in my role, there was a massive amount of requests from stakeholders to add new items to the homepage. Even with quick testing in between additions, the homepage grew too fast to ensure a great user experience. While engagement was growing, feedback started coming in that it was too crowded.

This image shows where it started vs. the crowded page.

Preliminary Testing

Before I set out on a redesign, I did more testing to see what areas are important to users and what areas are confusing. I polled current users on Pendo and tested with new users via UserZoomGO.

Findings: Users identified the calendar and dashboards as the most important features to them. They liked when their benefits were organized by type (like education), and while they found the homepage visually appealing, they had difficulty understanding the information presented. However, the yellow buttons were not a hit with the users.

Wireframes and Design Exploration

I had the goal to make it less cluttered, and I had feedback from users on what mattered to them. With that, I started creating wireframes and then high fidelity designs to get feedback from stakeholders. Here's a few of the designs that did not move forward.

The Final Design

After many, many iterations, I landed on a design that every team member was excited about (YAY!) This was a huge win. This design moves the most important elements to users to the top of the page (dashboards and appointments), simplifies the layout, and combines related benefits and resources into collections to recommend to the user. When A/B testing with users, I found that a majority of users preferred and felt more confident in the new design (see survey below design.)

Family Concierge

Family Concierge is a premium service built into the My Bright Horizons platform where a user can speak directly with a person about the benefits available to them.

Version 1

The request to create this new product came very quickly. I had about one week to meet with the Family Concierge team and product managers, create a design with their requirements, make revisions, and annotate for engineering. With this fast timeline in place, we decided to launch without any testing and take learnings from Pendo's analytics to create a better version 2.

In this version, a user selects support options which will expand to allow them to fill in more details if they choose.

The Learnings

We gathered several things to fix from accessibility testing and reviewing analytics. The most notable was an accessibility issue where the support selections cannot select AND dropdown at the same time, and the second was a VERY high drop-off rate at 58%. Users were hit with a large form full of information and bouncing. We made note of all of these learnings and prepared for version 2.

Planning & Wireframing Version 2

Looking at the pain points, I explored an option where the form became multi-step so the user only sees the MOST important information first, and if they choose, then they can add details later. Users who just need to send a quick request can do so without the visual overwhelming of all the fields at once. In addition, the accessibility issue is fixed by breaking the care selection and details into separate steps.

Testing Version 2

The Family Concierge team was very excited about this new approach, so I created some quick high-fidelity prototypes to run through testing in UserZoomGO. Users were prompted to start on the homepage, find Family Concierge, and enter their care request through to the end.

Results: Users very easily navigated the new flow. They responded overall favorably, but they did say there were a lot of steps.

Final Version 2

Based on testing, I took it one step further to simplify the form, removing extra clicks and therefore hoping to reduce any potential drop-off. I combined steps 1 and 2, and the first screen now prompts the user to add extra details or not, removing the need for an additional confirmation screen. The Family Concierge team was excited about testing results and this simplified version. It is now heading into development where we await new metrics.

My Bright Horizons

Benefits Marketplace | Product Redesign and New Additions

As the UX/UI designer for the My Bright Horizons team, my responsibility is to enhance the existing designs and introduce new features to the platform. These features are user tested with UserZoom GO, accessibility tested, and reviewed with analytics in Pendo.