Simplifying the Patient Journey
with a Powerful New Website

The Work

Think of healthcare, and seamless users experiences probably don’t come to mind. When John Muir Health approached Hero Digital, they knew it too — and they were ready to change. Their goal was to vastly improve their digital experience by giving patients what they actually want and need from a healthcare site. We worked with them to design and build an streamlined, personalized website experience that offers self-service tools to make managing health care not only easier but actually pleasant, too.

  • CX Strategy
  • Information Architecture
  • User Experience
  • Visual Design
  • Development
  • Adobe Experience Manager
  • Analytics

The Impact

  • 200% increase in appointments scheduled
  • Increase in website engagement

The Details

So often, the best customer experiences are simply about helping people execute tasks as efficiently as possible. John Muir Health, a nationally recognized, not-for-profit healthcare organization east of San Francisco, came to Hero because of its expertise in digital healthcare transformation to help realize this efficiency for its future and existing patients. They wanted us to help transform their digital channel from brochureware into a contextual, interactive experience where patients could quickly and easily manage their health care. Primarily, this meant galvanizing a clearer picture of who their existing and future patients were, and what challenges they faced when coming to the site. We developed clear user journeys for patients that helped John Muir Health understand the primary tasks they’d visited the website to complete — and then focused on making the pathways to completing those tasks easier to find and use.

Along with building a new and mobile-friendly site design on Adobe Experience Manager, we worked with John Muir Health’s eBusiness team to integrate smart features such as Urgent Care scheduling, helping patients schedule same-day appointments directly from the homepage — with no need to navigate deeper into the site. A new doctor-scheduling feature is designed to be personalized, detecting location and the current time zone to display the nearest doctors with the soonest-available appointments. And, a reimagined utility navigation helps users quickly find relevant content and complete tasks such as finding a doctor or specialist, paying a bill, finding a job, and more.

The result is not only a new site but a completely transformed experience. We’ve evolved John Muir Health from a staid and static content site to a unique digital experience in the healthcare space, targeted to the precise needs of patients in all stages of their individual health journeys.