Overview
Context: Arrow Respiratory is a healthcare provider specializing in sleep and respiratory therapy. Their existing website had several issues: patients facing a confusing booking process, providers struggling to find and order equipment, and overall weak trust signals due to outdated design.
Role: I led the end-to-end redesign process: research, user flows, wireframes, high-fidelity mockups, and a refreshed brand identity.
Tools: Figma, FigJam, Affinity Designer, Photoshop.
Timeline: 4 weeks — concept project within UX design coursework.
Research and Analysis
I started with a heuristic review of the current site, looking at navigation, content hierarchy, readability, accessibility, and overall visual clarity. The audit showed that the value proposition was unclear, calls to action were hidden or vague, and the homepage failed to guide users above the fold. Typography and color contrast were weak, making the site difficult to read, and the catalogue was cluttered and difficult to filter.
To frame potential users, I created proto personas. Mary, a sixty two year old patient, needs a booking process that is simple, reassuring, and easy to understand. Dr. Lee, a forty five year old provider, needs a clear catalogue with fast ordering and access to compliance documents. Alex, a thirty five year old caregiver, values plain language, easy education, and visible trust signals. I also looked at competitor sites such as BetterNight and VitalAire to benchmark best practices.
The original Arrow Respiratory website lacked clear calls to action, had small text and low contrast, and did not guide users toward booking or ordering equipment.
Problem Statement and Goals
The main challenge was that patients struggled to complete bookings, providers could not quickly access the catalogue, and the overall site design did not inspire confidence. The goal of the redesign was to simplify booking, reorganize the catalogue for efficiency, add clear and consistent calls to action, and strengthen trust with a more modern and accessible interface.
To measure success in future testing, I plan to use clear metrics such as task completion rates for both patients and providers, time needed to reach an outcome, and the number of abandoned bookings or catalogue visits. I also intend to gather satisfaction ratings, feedback on clarity and trust, and accessibility checks covering contrast and mobile responsiveness.
Mapped patient and provider journeys to clarify goals and highlight the most efficient paths through the site.
Ideation and Wireframes
I explored different homepage layouts that positioned the primary call to action prominently, added space for a patient story, and clarified paths for booking and browsing equipment. I experimented with content hierarchy to determine what should appear first, and built wireframes for the most important flows, including patient booking and provider ordering.
Early design exploration of patient booking and provider catalogue flows, focusing on usability and accessibility.
Prototype, Feedback, and Iteration
The high fidelity prototype introduced a stronger hero section with clear messaging, improved catalogue navigation, and more obvious calls to action. I shared the prototype with peers who role-played as patients and providers. Their feedback showed that the main buttons still needed more visual weight, the filter panel in the catalogue needed to be persistent, and confirmation screens after booking or ordering had to be more visible. Based on this feedback, I refined the design with stronger buttons, an improved filter layout, and clearer confirmation messages.
Before and after comparison of the homepage showing clearer hierarchy, stronger calls to action, and improved trust signals.
The Solution
The final design introduced two distinct paths, one for patients and one for providers, each with clear navigation and guidance. The homepage now begins with a bold value proposition, an obvious next step, and visible trust signals such as certifications and testimonials. The overall interface is cleaner, typography is larger and more legible, and colors provide stronger contrast. Support and compliance information is easy to access, and the catalogue is organized with filters that are always visible.
High fidelity mockup
Planned Testing
Although this project was based on heuristics and assumptions, I plan to validate the design with usability testing. Tasks would include booking a sleep test as a patient, finding and ordering equipment as a provider, and locating compliance documents or support information. Success would be measured by time to completion, overall success rate, and qualitative feedback about clarity, ease, and trust. Accessibility testing, including screen reader and mobile responsiveness checks, would also be included.
Testing Images
Reflection and Next Steps
This project taught me the importance of clarity in hierarchy, the impact of small changes to call to action buttons, and the need for visible feedback at each step of a process. I also saw how accessibility considerations such as type size and color contrast affect overall trust and usability. The next steps would be to conduct formal testing with real patients and providers, refine the flows further on mobile devices, and expand the site with additional features such as patient stories, testimonials, and multilingual support.
Design process images, discarded stuff
Thank you for reading.
