For this analysis, I consider a number of potential questions that a visitor to the No’Owie web site might ask. This is meant to determine if all necessary information has been provided by the client, if additional content must be created by myself or the client, and identify any unexpected holes in the design plan.
Business / Entity:
Potential Site Visitor Questions:
- What certifications does Harry Ramirez have?
- What cities within South Florida, is Harry Ramirez willing to travel?
- Do appointments need to be booked in advance, or does he offer last minute “emergency” services?
- Is there a cancellation policy?
- Can I book an appointment online, or are appointments arranged by phone/email.
- Is payment made at time of service, or is Mr. Ramirez willing to invoice
- Are payments made in cash, check, or credit card?
- Does Mr. Ramirez have access to working with private insurance or Medicaid?
- Other than wound care, what services are available from Mr. Ramirez?
- What Hospice service does Mr. Ramirez volunteer for?
- Are there sliding scales available for services and fees?
- What third party services or organizations does Mr. Ramirez support within the South Florida area?
After reviewing the potential questions, I feel strongly that my current strategy, and the planned pages for the No’Owie site will offer easy navigation to the appropriate information that will answer these questions. Considering my intended home page structure, navigating to the essential information should be extremely user friendly. Most of my questions would be answered under the “About”, “Services” and “Contact” pages that will likely be the dominant links currently planned in my mock-up for the site. There are a number of informational gaps that would need to be provided by the client to successfully provide the information being sought. By having the three pages linked to three centrally located icons on the home page, navigation is directed intuitively towards the primary information that a client will be interested in locating. The design feels strong in terms of easy navigation for the target audience, and will be effective with additional information provided by the client.
Following are the questions listed in table format – noting if the question is answered with the information currently in hand from the client, and a determination of who takes responsibility for providing missing information. In my particular scenario, the potential questions posed by a site visitor, left a large number o information gaps that will need to be provided by the client. Being the hypothetical designer, I cannot make assumptions as to the potential answers.
|Potential Questions:||Answered?||If No – who has responsibility to get the information|
|What certifications does Harry Ramirez have?||Not answered||Client has identified that he is a certified nursing assistance. No details of current licensure or academic history has been provided. Client needs to provide.|
|What cities within South Florida, is Mr. Ramirez willing to travel to?||Not answered||Client has identified he is willing to travel to the client, but home base for the client has not been established, or maximum distance he will travel. Client needs to establish this boundary.|
|Do appointments need to be booked in advance, or does he offer last minute “emergency” services?||Not answered||Client has not answered this question. Client will need to provide guidelines to establish credibility and consistency in how ne operates his side business.|
|Is there a cancellation policy?||No||Client must provide answer, and details of policy for appointment cancellations.|
|Can I book an appointment online, or are appointments arranged by phone/email.||Yes/No||Client has provided phone and email, no confirmation provided regarding how appointments are scheduled. There was no discussion of a potential online scheduling feature in the project planning (not likely since this is a side – moonlight opportunity.|
|Is payment made at time of service, or is Mr. Ramirez willing to invoice patients?||Not answered||Payment and billing policy have not been provided. This must be provided by the client.|
|Are payments made in cash, check, or credit card?||Not answered||Knowledge of hourly rate is provided, but method of payment is not provided. Mr. Ramirez must establish this information and provide.|
|Does Mr. Ramirez have access to working with private insurance or Medicaid?||Not answered||Client has not established if they are able to work with insurance companies, or invoice for services to an insurance. company.|
|Other than wound care, what services are available from Mr. Ramirez?||Yes/No||Limited information provided by Mr. Ramirez. Need additional information of skills or procedures he is comfortable/licensed to perform.|
|What Hospice service does Mr. Ramirez volunteer for?||Not answered||Client has referenced volunteering with Hospice, and potentially making special arrangements for these clients, but not details provided. Client needs to provide.|
|Are there sliding scales available for services and fees?||Yes/No||Client addressed potential arrangements for his hospice group, but identified an hourly rate without mention of a sliding scale. Assumption is that the hourly rate is a set rate. My job to confirm with client.|
|What hospital does Mr. Ramirez work for?||Not answered||Client should provide name of hospital, and potentially identify the department he works in as an nursing assistant.|
|What services does Mr. Ramirez support within the South Florida area?||Not answered||Would need client to provide links to resources he supports or wishes to refer patients to for medical advice/information.|