Human Centered Design Principles Create a Unified Patient Experience


increase in speed of website migration


reduction in total cost of ownership


growth in patient access traffic


Following a key merger, the client found itself with a disconnected patient experience that used multiple content management systems (CMS) and experience platforms. It had a goal of creating an integrated, personalized patient experience that would be unified into one multi-brand digital experience platform. 


This was a project that involved multiple Concentrix services, including our experience in patient experience transformation and experience design, content strategy, implementation, API-led integration, and digital marketing.

At its heart was an exhaustive service blueprint that identified the platforms, processes, and data at play across the client’s patient journeys. Mapping the elements to the journey allowed us to visualize the mechanics of patient experience delivery and operations, while tracing the critical connection points across the journey demonstrated how and where we could bring the elements together using human centered design principles.

The blueprint also provided a way to connect the client’s organization across silos that were impeding its digital transformation initiatives, allowing us to engage and align them in a common purpose. Along with the blueprint, we instituted a robust governance process through a 135-point intensive framework for analyzing the client’s digital marketing capabilities and aligning a common technology strategy.

Based on the blueprint and the governance process, we applied human centered design principles to develop a website portal that rationalized the client’s digital properties and brought them all under a simple brand. Designers were brought into the process early, serving as facilitators of inter-departmental collaboration during the problem definition stage, leading workshops, interviews, surveys, and more. This empowered them across functions, providing a firsthand understanding of the challenges and opportunities that they could then more quickly translate into the framework.

Beyond just creating a website, the blueprint provided for a full digital transformation, built on understanding the impact of change on both patients and the business and supporting an environment of continuous improvement.

Following successful implementation, we were asked to build on the newly streamlined content management system by reimagining, modernizing, and automating the patient intake experience. Our API-led integration strategy connected data from multiple electronic health records systems and third-party data sources, providing patients with personalized digital forms that prompted questions based on their history.

“It dawned on me halfway through this interview, you’re trying to take this whole experience and make it better. And it’s probably teams like this that are going to make the technology work. Sign me up. You give me the technology, I’ll adapt.”

– Doctor within the client network 

– Doctor within the client network 


Guided by our human centered design principles, the website incorporated 7 different templates and more than 60 components, connecting or replacing 130 different websites and applications, with immediate results: 

30% increase in speed of website migration 

40% reduction in total cost of ownership 

20% increase in productivity 

30% growth in patient access traffic 

Upon launch, the digital intake forms achieved a 75% success rate for completion of the virtual registration, including identity confirmation, collection of personal info, and capturing of the reason for the visit. 

If you’re ready to map out your patient or customer journeys and want to see where a digital transformation can lead you, we have the services to help. 

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