Simplifying Patients’ Digital Experiences

M Health Fairview sought to shift digital patient experiences into something more meaningful. Through multiple initiatives – rebuilding key digital assets, creating a specialty referral tool, and more – patients and providers avoided the complexity of healthcare systems and were instead provided with an experience where their needs are anticipated and simplified.

Even before COVID-19, healthcare systems were under pressure to generate cost savings while improving consumer experience.

Knowing consumer-centricity would be their primary differentiator, M Health Fairview teamed with Nerdery to elevate the experience beyond medical care and lead a mindset shift within an organization that depended largely on legacy systems and processes. With a foundation of trust and flexibility, Nerdery led a digital transformation to unify a complex digital presence for both patients and providers.

By launching the GPHR Consumer Innovation Studio, M Health Fairview and Nerdery created a digital front door in under three months, simplifying the patient experience of finding care, getting care, accessing billing, and more. Then we launched a pilot cardiology referral program for doctors. Finally, we relaunched Fairview.org.

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Improved patient experience by building a digital front door

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Launched a pilot referral program for physicians

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United rural and urban digital presences across the web 

We wanted a partner who had the design and digital development skills, but most importantly someone who was going to sit across the table from us and figure it out with us and help us get to market quickly.

— Scott Weber, Chief Marketing and Design Officer, M Health Fairview

Putting humans back at the center of healthcare

The result

Together, Nerdery and M Health Fairview launched GPHR, a consumer innovation studio.

From concept to launch in three months, the new digital ecosystem of mobile and web properties simplifies the patient experience of finding care, getting care, accessing billing and more. Both patients and providers find the experience to be more natural and intuitive. The GPHR Innovation Studio can continue to build on these successes, including by increasing speed to market and measuring the ROI of an improved patient experience.

Images of the digital M Health Fairview's digital front door

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