1. UCLA Health System | A Good Son’s Journey

2. Jim Stevens Devoted Son Quick Stats Age:38 Occupation:Computer Programmer Education:Bachelor Degree Income:$57K Location:Monrovia Status:Divorced with two kids A Good Son and His Mother Page 2 About Jim Jim is an only child and his mom, Olivia, has been diagnosed with lung cancer. He is divorced and his dad died several years ago, so he will be alone in helping his mom. Olivia has been scheduled for surgery in two weeks at the UCLA Health Center. Jim needs to learn what he needs to do in preparation for his mom’s hospital stay and surgery. He also wants to get an Advance Health Directive, just in case.

3. Health System | A Good Son’s Journey The UCLA Health System Homepage

4. Health System | A Good Son’s Journey Jim Begins Investigating Page 4 Jim starts at the UCLA Health Homepage. He is pleased to discover a drop down menu for Patients and Visitors with a Preparing for Your Hospital Stay submenu. Jim starts by looking at the Admissions Information page.

5. Health System | A Good Son’s Journey Admissions Information Page 5 Jim checks out the Admissions Information page. His mom’s surgery will be at the Ronald Reagan Medical Center so he clicks through to that admissions page.

6. Health System | A Good Son’s Journey Admissions Information Page 6 Jim checks out the Ronald Reagan Medical Center Admissions Information page. He notes he is no longer in the UCLA Health site, and is glad to see a return link in the nav bar. After doing a quick browse through the left nav bar options and downloading the Admissions Brochure, Jim calls it a day and plans to return tomorrow to investigate further.

7. Health System | A Good Son’s Journey Jim Returns Three Days Later Page 7 It’s now a week and a half before his mom has to check in, Jim needs to get going so he wants to check out more information today. He first goes to Preparing for your stay.

8. Health System | A Good Son’s Journey Preparing For Your Stay Page 8 Jim takes a quick look at the Preparing for Your Stay lists and prints them out to use as a checklist. He then clicks the sidebar nav to go to Preparing for Your Surgery.

9. Health System | A Good Son’s Journey Preparing for Surgery Video Page 9 Jim watches the video and is quite impressed with Dr. Feinberg. It gives him a greater sense of confi- dence about having his mom come to UCLA Health. He decides to check out the other videos later. Now he needs to look at Advance Directives, he clicks on the sidebar nav.

10. Health System | A Good Son’s Journey Advance Directives Page 10 Jim downloads and prints the Advance Directive form. He is relieved to find the infor- mation and form so easily. It is another burden off his mind. He sees Create a Care Page in the sidebar nav, he doesn’t know what it is, but it looks worth checking out.

11. Health System | A Good Son’s Journey Create a CarePage Page 11 Jim is intrigued and he plans on clicking the logo and signing up. He and his mom have a lot of relatives, and this looks like it will be a great way of letting them all know how Olivia’s surgery and recovery are going. His attention span is now depleted, so he will return later to continue.

12. Health System | A Good Son’s Journey Jim Returns Again Page 12 There are now only a few days left before Jim’s mom will be checking in for her surgery. Jim needs to make sure he has all the info he needs. Checking out Patient Affairs is next on the list.

13. Health System | A Good Son’s Journey Patient Affairs Page 13 Jim doesn’t see anything immediately relevant, but notices the other pages listed in the sidebar flyout for future reference. Only one topic left to explore, he collapses the flyout and clicks on Patient Safety in the sidebar nav.

14. Health System | A Good Son’s Journey Patient Safety Page 14 Jim does a quick look over and plans to come back later to watch the video and read the page in full. After a quick glance at FAQs and Contact us, Jim feels satisfied that he is now prepared for his mom’s hospital stay.

15. Health System | A Good Son’s Journey Meeting Jim’s and UCLA’s Goals Page 15 Jim’s goals were met when he was able to easily find the information he needs to prepare for his mom’s coming hospital stay. He thought the information was well organized and was pleased that it was easy to find his way from every page he went to. UCLA’s goal of Healing Humankind One Person at a Time has certainly been met through Jim’s initial experience with the website. He feels satisfied with the information he was able to navigate through and did not feel a need to call to find out missing information. Decreasing support calls is another UCLA goal. Jim and his mom will be checking in for her surgery with a sense of confidence. It’s hard to ask for more from a website experience.