Building better care by elevating the patient journey
Today’s consumers expect healthcare to move at the speed of other sectors, like banking and retail – and that speed is now. Healthcare is increasingly expected to offer seamless, self-service experiences that provide near-instant results. Meeting these new expectations in such a complex and highly regulated industry takes a skillset dedicated to navigating privacy issues and legal parameters.
When our client, a large academic healthcare system, discovered that patient needs had outgrown their website’s capabilities, we were ready to help. They needed a new, modern site capable of delivering personalized, location-based content that users could act on in real time — in other words, a site worthy of their reputation in the healthcare industry.
Our process
Modernizing a website and improving lives
Our goal was to create an intuitive and empathetic user experience rooted in client needs and customer research. Ultimately, the site we designed from the ground up not only exceeded client expectations but also offered the ultimate win: easier access to healthcare information.
Our work
Patient-focused results
This site has all the bells and whistles mixed with a heavy dose of practicality. It offers an aesthetically pleasing, patient-focused resource that makes it easier for users to quickly find the information they need. In addition, the site provides a tailored user experience based on previous site visits while also respecting privacy requirements.
Features include a chatbot and real-time feedback mechanisms. Expanded physician bios collect patient ratings and feedback, while the site deploys location and provider info to external services such as Google and Yelp. Looking to schedule an appointment or pay a bill? Users can do this and more, enhancing convenience and giving people more control over their healthcare journey.
Throughout the ideation process, we prioritized the client’s internal team by programming the site for easy edits and updates. That meant improved efficiency for the team going forward and guaranteed site visitors access to the most up-to-date information upon each visit.
Outcomes
Immediate and lasting results
Due to positive patient responses and upticks in key metrics, like a 17% increase in online appointment scheduling, we were subsequently awarded a Hermes Creative Award for excellence in healthcare marketing. The website overhaul delivered significant improvements in patient engagement and experience and led to impressive results that continue to this day.
-
increase in search activity within the first two weeks
- 16%
-
increase in online appointment scheduling
- 17%
-
25% increase in average monthly users
- 482,000+
-
appointments self-scheduled monthly
- 10,000+
Summary
Healthcare at the speed of "click"
Healthcare audiences, including patients, are our proverbial "bread and butter." We understand their needs, preferences, and expectations. By blending a deep knowledge of healthcare UX with a keen understanding of patient journeys, we ensure every digital experience is intuitive, compliant, and patient-centered.
Ready to transform your healthcare platform and meet modern consumer expectations? Let’s talk about what we can achieve together.
