Creating a unified digital experience for a fragmented hospital brand
Simplify access to care
A series of mergers and acquisitions had created a large hospital system in the Midwest, with a fragmented digital presence.
This result was redundancy, confusion and an inconsistent user experience, with consumers forced to navigate overlapping services, contradictory information and outdated digital tools.
- 14hospitals
- 5k+physicians
- 20+websites
Our goal was to make the experience of accessing care match the quality of the care itself.
A unified, system-wide experience
We partnered with our client to simplify the hospital network’s digital ecosystem and create one connected experience for patients and families.
The new centralized platform featured consistent and modernized design and messaging across every entity. The work included a comprehensive design system, rebuilt site architecture, updated content, and integrated tools and analytics. We also retired more than 1,000 outdated or redundant pages so people could find the right care faster, with less friction.
Transforming access and perception
The new digital platform significantly improved user engagement and reduced barriers to care—a measurable leap in how patients connect with the hospital system.
Key results include a 5X increase in new patient acquisition via web, 4X increase in form submissions and conversion rates, massive reduction in bounce rate and 15-point increase in C-SAT score.
- 5XNew patient acquisition
- 4XForm submissions
- +15C-SAT score
A leading Midwest hospital network
Operating 14 hospitals and numerous community health services across the Midwest, this hospital system is also home to a U.S. News Honor Roll hospital, a top 10 cancer center, and a world-class university-affiliated research hospital. It is also a leader in advanced procedures, including heart and pediatric transplants.
