Home / Leadership / Mayo Clinic / Case Study: Vendor Alignment & Design Leadership
The Center for Digital Health (CDH) employed several third-party vendors to assist with a massive digital transformation including a platform overhaul for the public website, patient portal, and mobile applications. Different vendors were employed to tackle disparate areas of the platform and product transformation. Each individual team was focused only on what was in front of them and lacked the long term vision necessary to see how their work connected into the greater mission and with other teams.
The project lacked working agreements between multiple vendors and between the Mayo Clinic design staff.
Severe overlaps in design team effort leading to missed timelines, inconsistent design deliverables, and very poor team morale.
Senior leaders and stakeholders also began to lose trust in research effort, design choices, and the overall product design approach.
Created regular touch-points for all vendors and internal design staff to align on product experience goals and documentation expectations.
Aligned design efforts assigning internal designers to work directly with vendor team "pods" to coordinate efforts, share domain knowledge and research, establish timelines, and regular design reviews.
Established UX/accessibility annotation practices in design documentation, which improved design quality and helped launched our design system.
Outside desirability study and user research to ensure the visual brand resonated well with Mayo physicians and patients.
Educated leadership on UX best practices, restoring trust in team design decisions, improving morale, unblocking redesign initiative allowing us to deliver on time.
Public and Patient Platform foundation and reusable templates, including integration with CIAM (Consumer Identity Access Management), first steps towards leveraging Mayo Clinic Cloud (MCC), and inclusion of headless Adobe Experience Manager (AEM) features for content delivery.
Enhanced global navigation, footer, primary and utility navigation components to be leveraged across the public and patient experiences.
Elegance, consistency and seamlessness for patient account creation and login experience.
Redesigned high impact landing pages: Home Page, Disease & Conditions, Request an Appointment, About Mayo Clinic, Locations, Care at Mayo, Depts & Centers & Int’l Services.
Redesigned type-ahead search functionality improving the speed and ease of matching a condition or symptom
Highly accessible and revamped A-Z index search buttons adding speed to indexed diseases
Improved information architectures providing clearer jump points for users seeking care
Careful attention to accessibility and usability best practices throughout this high-traffic section.
Refreshed visual design to align with design direction for other key sections
Updated & user-tested copy to clearly communicate contextually relevant options
Adjusted content hierarchy to provide clarity in calls to action and user options
Upcoming and future appointment timeline for more informative appointment planning
Careful attention to pre-visit patient guide to meet physician and stakeholder priorities
Complete redesign of appointment card details
Refreshed visual design to align with overall design direction
At-a-glance view of notification channels with easier management