Human-Centered Digital Transformation in Healthcare
Healthcare Experience, Website Design, Strategy, Design
The Challenge
Healthcare organizations face a unique set of challenges when it comes to digital engagement. Patients often struggle to find providers they trust, navigate complex systems, and access personalized care. At the same time, internal staff require streamlined tools that support their daily responsibilities without adding friction. I was brought in to lead digital transformation efforts across several major healthcare brands—including Dignity Health, Marshfield Clinic, Abbott, and Carolinas HealthCare System—with the goal of improving both patient-facing experiences and internal platforms.
Each organization had distinct needs:
Dignity Health needed a more empathetic, intuitive “Find a Doctor” experience that reflected their brand promise of “Hello humankindness.”
Marshfield Clinic sought a responsive, emotionally resonant site that matched their reputation for innovation.
Abbott required a microsite that clearly communicated the benefits of Zemplar for chronic kidney disease.
Carolinas HealthCare System wanted a scalable mobile app that could be white-labeled across multiple facilities.
The Vision
I approached each engagement with a commitment to human-centered design. My vision was to create digital experiences that not only solved functional problems but also built trust, reduced anxiety, and reflected the values of care and compassion. I focused on:
Designing responsive, accessible interfaces that worked seamlessly across devices
Elevating brand narratives through emotionally intelligent UX and visual storytelling
Segmenting audiences to deliver relevant, personalized content for patients and providers
Streamlining internal tools to support staff efficiency and reduce cognitive load
Building scalable design systems that could evolve with organizational growth
The Solution
The results were transformative across the board:
Dignity Health’s redesigned doctor search experience improved engagement and reduced bounce rates, helping patients connect with providers more easily and confidently
Marshfield Clinic’s new site delivered a modern, mobile-first experience that reinforced their brand and improved usability across all demographics
Abbott’s Zemplar microsite enabled clearer communication between providers and patients, supporting better treatment decisions and adherence
Carolinas HealthCare System’s mobile app became a flexible, branded solution that unified digital access across multiple hospitals and clinics
These projects demonstrated the power of strategic UX to drive measurable outcomes in healthcare—enhancing patient satisfaction, improving operational efficiency, and reinforcing brand trust. More importantly, they proved that empathy and innovation can coexist at scale.