Creating a unified digital experience for a fragmented hospital brand.
How do you simplify access to care?
A series of mergers and acquisitions had created a large hospital system in the Midwest, with 14 hospitals and more than 5,000 physicians and a digital presence fragmented across more than 20 websites.This result was redundancy, confusion and an inconsistent user experience, with consumers forced to navigate overlapping services, contradictory information and outdated digital tools.
The challenge was clear: make the experience of accessing care match the quality of the care itself.
A “digital front door” to a unified, system-wide experience.
VShift worked with the client to reimagine and streamline the hospital network’s digital ecosystem, with the goal of creating a unified, welcoming and efficient digital experience centered around the needs of patients and families.
The engagement included building a new centralized digital platform, with consistent design and messaging across all entities. This included a modern design system, rearchitected site structure, rewritten content, integrated new tools and analytics; more than 1,000 redundant or outdated pages were retired. Every touchpoint was optimized to ensure users could find and access care with minimal friction.
Transforming access – and perception – at scale.
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.
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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.
