Strategy and Solutions
The client was a 650-bed regional medical center serving a diverse patient population across inpatient, outpatient, and specialty services. While the organization had invested heavily in clinical systems, its patient-facing digital experience lagged behind expectations. The existing portal was difficult to navigate, registration flows were fragmented, and self-service adoption was low—placing unnecessary strain on front-desk and call center teams.
To modernize patient engagement and reduce administrative burden, the medical center partnered with Zymr to redesign its patient experience portal.
Despite strong clinical outcomes, patients struggled with digital access. Registration required multiple steps, appointment scheduling often triggered calls to support staff, and limited self-service options frustrated users. Internally, the call center faced high volumes for routine requests that could be handled digitally. The organization needed a redesigned portal that improved usability, encouraged self-service adoption, and integrated cleanly with existing hospital systems—without disrupting ongoing operations.
Zymr helped the medical center shift routine interactions from phone-based workflows to digital self-service. The redesigned portal improved patient satisfaction, reduced administrative workload, and positioned the organization as a digitally progressive healthcare provider.
Zymr redesigned and rebuilt the patient portal with a focus on usability, accessibility, and operational efficiency.
Accessibility and Performance Optimization
Designed for broad patient demographics with fast load times and clear interactions.
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