check the full article on medium.com
https://uxstori.es/wayfinding-zaczyna-si%C4%99-w-internecie-7f7da7798e2e

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The article concerns UX research that verifies the difficulties associated with arranging a hospital appointment and planning a trip using information available on the Internet. 8 respondents took part in the study; including 2 blind people using audio description and 1 visually impaired person using magnification. The UX research made it possible to diagnose problems related to both Google search results and the hospital website itself.

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How a hospital can make it easier for patients to make an appointment and plan their journey?

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• Adding Google business cards for the second hospital location; the hospital has 2 locations, so it should have separate Google business cards for each location. An even greater convenience could be Google business cards created for each of the departments as Patients search for information by entering the name of the specialization. Patients start searching for information in the search engine, so finding a Google business card with current information would significantly facilitate and shorten the time of searching for the most important information, such as registration contact or address.

• Updating information about doctors working in given clinics and departments; patients often try to make an appointment with a specific doctor, and the lack of his name on the hospital website makes it difficult to search and register for an appointment. Showing all the available doctors makes it easier to find information, but you should also include a message that the hospital cannot make an appointment with a specific doctor.

• Clear distinction between registration methods for new and regular patients; new patients cannot use online registration, and this method of registration is most highlighted on the hospital's website.

• Adapting the website for visually impaired and blind people; a large group of ophthalmological patients obliges us to adapt the website to this group as best as possible. The visually impaired person had the greatest difficulty performing both tasks. From the point of view of a person using magnification, the method of listing all clinics and departments on subpages is not very practical. Currently, the website's colors do not support the contrasting version, and the banner on the home page makes searching difficult for people using audio-description.