A new digital ecosystem for the largest region of the World Health Organization.

THE BRIEF

More than one quarter of the world’s population lives in the Western Pacific Region of the World Health Organization. The regional office in the Philippines and 15 country offices work with health authorities and partners in 37 diverse countries and areas; from the Mongolian steppes in central Asia, east to the Pitcairn Islands in the Pacific Ocean and south to New Zealand.

We were tasked with the UX assessment of a domain with over 25,000 web pages and 100 decentralised content editors across the region. Following this Kore was commissioned to architect a new, public facing, digital ecosystem that would facilitate WHO to better communicate with and respond to the contextual needs of the region, integrating with other systems and laying a foundation for the digital transformation of the organisation in the region.

The Outcome

We provided WHO with a comprehensive analysis of their existing digital ecosystem, covering its performance for users and internal content stakeholders in the region. Through strategic engagement with senior stakeholders, country offices and the regional board, we identified key business needs and strategic objectives to be achieved and opportunities that a new digital environment could provide.

In a collaborative approach with WHO’s global headquarters in Geneva, we helped to identify and align common business needs. We introduced changes to the global website that allowed users to better identify the contextual presence of WHO in regions and countries, subsequently seeing a double digit increase in the user journey of contextual users discovering contextual content.

A new domain model, global navigation, site map and UX strategy provided the core foundation for the new digital space, with detailed wireframes developed for all landing pages. The development of a new governance structure, enabled a standardised approach for all editors and crucially created a sustainable model for maintenance.

In order to manage the change, the new approach was delivered to all key staff addressing the current issues with content performance and outlining value propositions for moving forward. Extensive consultation was achieved with all departments and multiple feedback loops were developed.

The domain model and subsequent page templates, led to a 75% reduction of pages while maintaining the same number of pageviews year on year.

The success of the approach led to year on year increases of 57% for unique pageviews and 205% for average time spent on page, while securing the top Google search rankings for contextual emergency related search queries.

Analytics confirmed the effectiveness of the domain model and new content types, with users far more likely to browse content. In addition feedback returned a 95% approval rating from senior multi-country health sector and governmental stakeholders.

CLIENT

Crowdsourced intelligence gathering and mapping of the hand car wash industry.