adventhealth

TRANSLATING A PROMISE OF WHOLE-PERSON HEALTH INTO AN ENGAGING AND INTUITIVE MOBILE PATIENT EXPERIENCE.

AGENCY: R/GA

ROLE: ACD, Verbal Design

THE ask

The Adventist Health System was at a crossroads. As one of the largest nonprofit healthcare networks in the country, serving over 5 million patients a year across 9 states, it was preparing to consolidate its five provider systems into a single unified brand that would embody the Adventist commitment to whole-person health. It needed a single, unified product that could bring this promise to life and meet patients where they are. And, these days, they’re on their phones.

THE ANSWER

We set out to transform their existing mobile patient experience by aggregating all five data systems into a single app that delivers a seamless and holistic patient experience. It would also serve as a vehicle to unveil the look and voice of the newly rebranded AdventHealth

To do this, we’d need to simplify the patient experience to align with current consumer expectations. But simple doesn’t mean easy: Most healthcare systems have evolved as patchwork back-end fixes, built on legacy systems that were never designed for these purposes.

On top of the technical challenges, the app would require clear, concise storytelling to help guide both new and existing patients through a radically revamped experience.

Here’s how it turned out:

ONboarding & oRIENTATION SCREENS

Simple, direct welcome screens greet the new or ported-over user to establish the AdventHealth promise at the outset.

CARDS THAT uphold the brand promise

Promise Cards detail some of the new features that will help lead to better patient outcomes.

LANGUAGE THAT HELPS USERS navigatE the system

Dozens of screens like those shown below intuitively guide each user with friendly, direct instructions, all designed around a single guiding principle: shortening the patient’s path to care.

RESULTS

Working across 8 different client product groups, a 22-person R/GA team of designers, developers, producers — and one writer 🙋🏻‍♂️ — helped launch the revamped AdventHealth app to an overwhelmingly positive client response. In fact, they clients were so impressed with the way it turned out, they adopted the app as their flagship product and are using it as the platform to introduce more services across the entire organization.

Better still, indications are that it’s just as popular with customers. The app garnered over 4,000 App Store reviews with an average rating of 4.5 stars.