Transforming the Patient Experience

Access to better health, within reach.






Experience Design
Strategy & Innovation
Technology & Platforms



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What If a healthcare organization could become a go-to resource for its community, both in sickness and in health?  

Patients were struggling to find the information they were looking for on OhioHealth's old website, and would sometimes walk away with their questions unanswered. The site was both slow and difficult to navigate, especially as the organization grew through acquisitions. OhioHealth needed a more user-friendly experience and an effective way integrate those new resources into its online presence.

Aligning digital experience with core values

As a large healthcare provider, OhioHealth had an overabundance of information spread across various websites. We began by helping OhioHealth develop a two-year strategic digital roadmap, and assisting with the design and roll out of new websites, mobile experiences, and enhanced online capabilities. We reduced the number of websites and condensed necessary content onto a single platform powered by Episerver. We also reorganized the website into a user-centric architecture that supports the business goals, improves search engine placement, and improves onsite search and navigation.

More than 5,200 pages of content were streamlined into useful information, which we brought to life to support the community and the core brand values of compassion, excellence, stewardship and integrity.

Reshaping the patient journey

OhioHealth sought to create a more dynamic online brand. We helped to rebrand, and also to transform the patient journey with a connected health experience across websites, patient portals, and Find-a-Doctor sites.

Our team reimagined the Find-a-Doctor site to fulfill OhioHealth’s goal of creating an exceptional consumer experience by efficiently matching doctor and patient. The new systems allow OhioHealth to leverage the latest digital marketing technologies, and scale to provide a truly personalized patient experience.

All of this improves the user’s digital experience and drives KPIs including an increased number of appointments scheduled online, site visitors, online bills paid, more donations, and other.

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