Project: Triumph Medical Website Redesign

screenshot of the triumphmed.com home page

Business Case / Need

Triumph Medical, a nationwide provider of medical equipment rentals, sales and service, needed a complete redesign of their outdated website. Beyond refreshing the visual design and navigation, a critical requirement was to build a custom hose configurator tool that would allow customers to order hoses with precise specifications (type, length, inlet connector, outlet connector). The new solution had to make the purchasing process seamless, reduce support calls, and give Triumph a platform that better reflected the professionalism of their business. Additional forms were needed to manage rental, return, and servicing requests from medical facilities.

My Role

As Project Manager, I managed all communications between the client (the two business owners) and our design and development teams. I was responsible for gathering requirements, guiding the IA discussions, leading design reviews internally and with the business owners, ensuring that the complex configurator functionality was tested and validated before launch, and delivering training to our clients for using their new website.

Project Approach

We approached the redesign with a dual focus: establishing credibility through design and enabling self-service functionality for customers. Collaborating closely with the business owners, we conducted discovery sessions to define business priorities and created a plan for the hose configurator, including the product variation matrix. Our phased delivery included discovery, IA workshops, design, development, and QA. Special attention was given to ecommerce setup, including payment processing and order workflows.

sample project timeline
a sample Gantt chart showing the project timeline with notable phases

Information Architecture

The IA was structured to align with how customers think about Triumph’s offerings:

  • Equipment categories (human, veterinary, EMS) with options to purchase, rent, return, or service.
  • Dedicated section for hoses and fittings, with the configurator as a centerpiece.
  • Standard support pages (About, Policies, Contact, My Account) to provide credibility and consistency.
  • Clearly segmented user flows for customers requesting service, renting and returning equipment.
sample sitemap visual
a visual sitemap showing the organization of key pages and features
sample of a price calculation matrix
example of the pricing logic for the custom hose product

Risks and Challenges

Key challenges included:

  • Developing the variation matrix for the configurator, which had four option types with unique pricing modifiers and unique product image components for each variation.
  • Ensuring ecommerce payment processing worked seamlessly with custom products.
  • Balancing detailed product information with a clean, user-friendly design.

Results / Outcomes

The redesigned website delivered measurable improvements in Triumph’s operations:

  • Customers could now order custom hoses online without calling support.
  • Rental and service requests were streamlined through the website.
  • The new IA and navigation made it easier for customers to find what they needed.
  • Support staff workload decreased since more business processes were handled online.
  • The modern design and structure improved customer perception of Triumph’s professionalism and credibility.
sample of a price calculation matrix
sample data chart showing trends in phone vs web orders and service requests after launch

Custom Hose Configurator

We leveraged native WooCommerce functionality and hooked into the custom-programmed price calculator. When selecting the hose type and the inlet/outlet connectors, the main product image updates in real time to visually reflect the chosen options.

screenshot of the triumphmed.com home page lower area

Quote/Service Request Forms

Several custom forms were developed using conditional logic to reveal form sections based on specific selections. On the Quote Request for example, choosing equipment types then exposes checkbox selections for preferred equipment brands.

screenshot of the triumphmed.com home page lower area

Seize the Opportunity

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