E-commerce & RetailCX InsightsCX Optimization
Yankee Candle
Yankee Candle builds a CX-focused program & ROI
400+opportunities for improvement identified
Read the story Healthcare & WellnessCX Insights
Wellstar
Wellstar wins in key digital UX metrics, improving patient experience
How Fullstory insights and six UX research studies helped Wellstar’s UX/UI team improve its website and mobile app for patients.
Headline result
240+
qual and quant insights generated
The challenge
Wellstar Health System operates one of the largest and most integrated healthcare systems in Georgia. Its 400+ locations serve 1.4M+ Georgians, and Wellstar provides more than $1 billion a year in charity care and other community benefits.
As part of its community commitment, Wellstar is focused on advancing the user experience of its website and mobile app. Its UX/UI Center of Excellence sought additional support to monitor user behavior in Fullstory and proactively identify UX breakdowns and friction across its responsive website and mobile app.
How CXperts helped
01
Behavioral insights from Fullstory
CXperts monitored user behavior in Fullstory to proactively identify UX breakdowns and friction across responsive web and mobile, and regularly consulted on agile story requirements.
02
UX research on priority experiences
CXperts partnered with Wellstar on numerous UX research initiatives to give qualitative context and clarity on priority experiences: the home page, main navigation, location pages, the “My Pregnancy Journey” feature, and key functionality in the Wellstar Mobile App, a first for UX research feedback.
The results
In partnership with the Wellstar UX/UI Center of Excellence, CXperts provided more than 120 insights from Fullstory and regularly consulted on agile story requirements, in line with the CXperts core pillar of turning insights into action.
An additional 120+ UX recommendations came from concept testing new homepage options and, for the first time, understanding key mobile app tasks and activities. This UX research led to digital product iterations based on key findings about user motivations and goals.
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