Mayo Clinic
Patient Mobile AppMayo Clinic aimed to deliver a digital experience that meets patients where they are—providing guidance, insight, and support at every stage of care. Partnering with clinicians, care teams, and the Center for Digital Health, we created a North Star vision that integrated research, personalization frameworks, and scalable design principles to guide current and future digital experiences.
“We are building the best digital experience. Period. People should say, ‘My experience at Mayo Clinic is as good as Amazon.’”
— Rita Khan, Chief Digital Officer
The challenge
Patients need a partner to navigate care, coordinate interdependencies, and address health concerns. Mayo Clinic wanted an experience framework that would define personalized journeys and set a future-ready vision. Our research and strategy mapped JTBD, touch points, and technology enablers, creating an integrated, end-to-end patient experience that connects patients, support agents, care teams, and clinicians.
Our impact
The strategy and North Star vision informed redesigns across Mayo Clinic’s digital ecosystem, embedding modular experience components and personalization frameworks. Stakeholder presentations ensured alignment, laying the groundwork for a future-ready, inclusive patient experience.
