Lifespan, Rhode Island’s first health system, partnered with Consensus to bring together its disparate websites into one cohesive online brand presence and to solve the challenges they faced with an inefficient legacy content management system. In November of 2016, we launched a completely new design that is not only reflective of the new health care system positioning in the marketplace comprised of 6 hospitals, over 150 practice locations, and hundreds of Centers and Services, with over 1800 doctors, but also is powered by a robust Acquia Drupal content management solution.
Our job was to design a completely modern, engaging digital experience that seamlessly integrated ~14 separate websites and microsites that would drive patient volume, enhance the Lifespan brand and improve patient satisfaction. Our comprehensive research and discovery process uncovered the following key user goals among patients, doctors and internal stakeholders:
- Find a Doctor
- Plan my Visit
- Update and Locate Patient Records
- Pay My Bill
- Request an Appointment
- Learn about Conditions & Treatments
As healthcare systems evolve around the country, more hospitals are partnering together to create larger healthcare systems that realize efficiencies, which we knew would be complicated for patients and doctors to navigate, manage and understand. Our goal was to create a smart, thoughtful digital experience that would allow users to quickly find answers to all of their questions — directions, services, post-op instructions — no matter at which point they entered this larger digital experience.
Rebranding the hospital websites with the overarching Lifespan brand presented as big of a political challenge as it did a user challenge. We knew “Who moved my cheese?” would be a primary user question at relaunch, so we took extra care to ensure that the new site and user tools were easy to use and easy to find.
On the launch of the new site, the team at Lifespan said: “You have all been such amazing partners. It has been one of those few and far between collaborations that just works so well and the final product proves it.”
New Content Management System and Content Migration with Drupal
We worked hand-in-hand with the Lifespan team for countless hours, developing a taxonomy that would both showcase its extensive service offerings and be easily searchable, completely responsive and fast regardless of the point of entry. We also moved Lifespan onto a scalable and powerful content management system that would allow its many internal stakeholders to easily update information on Lifespan’s services, providers, news, and events. This is a feature that was never before available to Lifespan’s marketing department and hospital marketing departments.
Find a Doctor with Google Maps API
We created a next generation Find a Doctor experience, with maps and wayfinding features like geo-location capabilities and google maps integration to make finding – and going to – a physician easy. The experience showcases the very best content for physicians including doctor videos, bios, photos and key contact information.
Conditions + Treatments with Krames Staywell Integration
We worked with a third party, Krames Staywell, to integrate a robust database of conditions and treatments, allowing patients to get answers to their most pressing health concerns.
New Blog Capabilities
We created Living, a corporate blog, as well as a CEO blog, allowing Lifespan to engage with their users in meaningful dialogue online.
The Future Is Bright:
Future projects will continue in 2017, and include an Acquia Lift, a Drupal website personalization product, implementation.
|Project Begin:||Feb 2016|
|Project End:||Nov 2016|