Brief and Objectives
How do family caregivers searching for a care facility for an elderly relative experience the client's online health directory? Does the redesigned experience guide them, reassure them, and lead them to contact a facility : across both mobile SEO entry points and the full desktop journey?
Give the directory more clarity, interactivity, and consistency while respecting brand guidelines, technical constraints (Drupal CMS), and SEO requirements. Build a robust, scalable design foundation that internal teams can industrialise across the group's entire digital ecosystem.
UX Researcher. I wrote the complete usability test guide : facilitation protocol, task scenarios on the Figma prototype, and an observation grid based on Bastien and Scapin ergonomic criteria. I co-facilitated the moderated test sessions, contributed to the UX/UI audit analysis, and produced the structured minutes of the wireframing phase. A La grande Ourse Agency UX/UI engagement.
One directory website, desktop and mobile. Full pipeline : audit, information architecture, wireframes, art direction, high-fidelity UI, usability testing with 6 participants, documented design system. RGAA accessibility throughout. Approximately 5 months, February to June.
Search engine placed at the center of the hero zone, reassurance blocks, and care sector cards.
List and map views in parallel, visible result count, richer facility cards with tags and classic filters.
Reassurance content moved up : photos, description, key info. Fixed base plus modular sections per facility type.
Advice and news articles supporting organic acquisition and family caregiver guidance.
Organic acquisition journey : participants typed their own query and landed on a facility page from Google results
First-impression evaluation : does the basic template deliver first-level information and enough trust to act
Full search journey : keyword plus location, list and map views compared by participants
Extended template evaluated for reassurance, information completeness, and decision support
Sector hub, institutional pages, and editorial content : trust building and guidance for family caregivers
Redesign Process
Mapping of the existing directory to identify the redesign perimeter and major pain points. Analysis of navigation, information hierarchy, facility card ergonomics, results page, and RGAA accessibility gaps. Cross-checked with sector benchmarks : healthcare, medico-social, mutual insurance. I contributed to the analysis of the audit results.
Redefinition of the site tree and navigation. Care sectors were re-categorised around user needs : general care, specialised care, support and assistance, services. Header and footer redesigned to reduce clicks. Co-construction workshop with client stakeholders, validated in session.
Wireframes for key pages : homepage, search results, facility page templates, in desktop and mobile. Bi-weekly working sessions with marketing, SEO, and technical stakeholders to arbitrate decisions : search engine scope, mobile carousel versus stacked cards, SEO link blocks. RGAA integrated from the start. I produced the structured minutes of these sessions.
Art direction based on the client's brand guidelines, applied on the validated homepage wireframe, then high-fidelity mockups of all pages in desktop and mobile. Design tokens, interaction states, and RGAA-compliant contrast across all components. Drupal CMS constraints integrated throughout production.
My core contribution. I wrote the complete test guide : facilitation protocol, think-aloud task scenarios on the Figma prototype, and an observation grid rating Guidance, Workload, and Adaptability criteria (Bastien and Scapin). I then co-facilitated the 6 remote moderated sessions : a mobile SEO-entry phase followed by a full desktop journey, with participants aged 40 to 65 caring for an elderly relative.
Component library organised in atomic design, from design tokens up to macro-components. Documentation for the client's IT teams : usage rules, interactive behaviours, responsive variations, RGAA 4.1 declinations. Technical handover workshop to anticipate constraints, dependencies, and regression risks.
Research Outcomes
The full case study, including client identity, mockups, test verbatims, visual deliverables, and specific metrics, is covered by a non-disclosure agreement and cannot be shared publicly.