Optage is the home and community-based services division of Presbyterian Homes & Services. >Greater Thought worked with Optage to completely reimagine their website in order to better tell the story of what they could provide for people–a service provider that puts their clients’ individual choices and independence first.
The previous Optage website was not up to modern day user interface standards. The website wasn’t scalable, the navigation was confusing, and much of its content was located in PDFs that needed to be downloaded. Overall, the interface was difficult to use, especially for elderly users. In addition to this, the information presented was too sparse for end users to make informed decisions about their care.
The goals for the reworked site centered around ease of use and better informing the user. These goals, framed through the use of seven different user personas, included:
The navigation of the site allows the user to find information in several different ways. The main navigation is mobile-friendly with large buttons for easy clicking. The nav is a mega-menu that stays down when clicked, making it easier for users to move around even on mobile devices. Several pages also include secondary navigations for easy movement throughout the site.
The “What to Expect” section under each service ensures peace of mind for vulnerable adults and their families. The in-depth information about each service is set up in a simple-to-understand way to allow better decision-making and to inform both a client and their families or caregivers. This is all in an effort to instill trust that they are in good hands and will have the support they need.
The previous site utilized a PDF menu that needed to be updated manually every month and then uploaded to the website. To remedy this and create a more efficient workflow for the Optage team, >Greater Thought developed a dynamic menu system where new items could be added, turned on, or turned off, on a moment’s notice, based on availability. In addition, the new menu features a system of icons representing different diets so the user can quickly find what fits their personal needs. The site can also generate a dynamic PDF of the menu on demand.
The refreshed website allowed for the following:
more clients were onboarded in the first 12 months after the launch of the website compared to the previous 12 months.
social workers from 50 organizations have made a client referral through the website in FY24.
22% more meals were served in the first 18 months after the launch of the website compared to the previous 18 months.