Healthcare Digital Transformation

From 300+ fragmented sites to a unified experience—saving $1.7M annually and improving healthcare access

  • Role: Senior UX Strategist (Lead)

  • Client: Top-ranked Academic Medical Center

  • Duration: 2020–2022

  • Tools: Axure, Miro, Google Surveys, Dovetail

  • Methods: Stakeholder interviews, journey mapping, prototyping, usability testing

  • Impact: $1.7M annual savings, unified digital experience, improved accessibility


The Challenge

This top-ranked medical institution operated 300+ separate websites across clinical, academic, and administrative divisions. Users—patients, caregivers, providers—faced inconsistent navigation, redundant content, and limited accessibility. The digital sprawl increased operational burden and hindered user trust.

Our mission: Create a centralized, scalable experience that served all audiences and delivered measurable operational savings.


My Role

As lead UX strategist, I directed a cross-functional team through discovery, synthesis, prototyping, and validation. I collaborated with physicians, researchers, content owners, and IT stakeholders to define a shared vision and execute a scalable solution.

 

Discovery

  • 30+ stakeholder interviews across departments, including executive leadership, physicians, patients, and researchers

  • 500+ user survey responses

  • Content audits to assess redundancies

Strategy

  • Personas for patients, staff, and researchers

  • Experience and journey maps

  • Unified IA and navigation models - creation of a tightly-integrated, 4-site system with shared content modules and design system

 

Prototyping & Validation

  • Axure prototypes tested with real users

  • Iterative usability testing

  • Direct feedback from patient advocates

Governance & Scalability

  • Content governance plan

  • UX playbooks for internal teams

  • Accessible, WCAG-compliant component library