Helping patients find providers
Lehigh Valley Healthcare Network, 2021
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Healthcare
Scope
Search and localization features
Information architecture redesign
Design system and patterns
Accessibility and mobile optimization
Siloed design decisions hindered access to vital healthcare information
Patients and emergency responders struggled to find essential services across hundreds of locations. Existing tools were slow, cluttered, and unreliable — eroding trust and overwhelming critical workflows.
Key UX improvements scaled to hundreds of locations
We built a task-based information architecture and localization features that guided patients directly to relevant touch points — doctors, services, and facilities. The design system was streamlined for scalability, enabling consistency and flexibility across diverse business needs.
Post-launch results
Within a month, the number of “clicks to call” was double the entire previous year.
Within a year, the bounce rate saw a huge reduction, from 60% down to 46%.
Within a year, the conversion rate was 6.06%–more than double what it was previously.
Design system scaled hundreds of locations, reducing governance and long-term cost.
Skills
Accessible design
Content design
Cross-functional communication
User flows
Design systems
Information architecture
Interaction design
Presentations
Project planning
Prototyping
Technical documentation
UI Design
User flows
UX Writing
Wireframes
Users loved seeing location photography and messages that communicated if the location was open.
Role and process
As design lead, I partnered with developers and a UX researcher to audit the end-to-end experience — addressing mobile, copy, accessibility, and system concerns. We adopted a content-first strategy, iterated multiple workflows, and collaborated closely with LVHN stakeholders and users. Designed under pandemic constraints, where real-life emergencies shaped priorities.
Decisions
Streamline the user experience — Removed exposed queries in search to reduce friction; handled complexity behind the scenes.
Build trust through relevance — Integrated real-time wait times from facilities to reinforce credibility.
Show real-world context — Included client photography to humanize results and connect digital to physical.
Learnings
Don't rebuild the wheel — Native browser tools outperformed complex custom maps, enabling faster releases.
Simplify to amplify — Reducing styles, layouts, and content types boosted performance and freed the team to tackle bigger technical challenges.
