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 patient 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 trusted partner to navigate care, coordinate interdependencies, and address health concerns. Mayo Clinic sought an experience framework to define personalized journeys and set a future-ready vision. Our research and product strategy mapped jobs to be done, key touchpoints, and enabling technologies, shaping an integrated, end-to-end experience that connects patients, support agents, care teams, and clinicians. A triage framework prioritized digital-first assistance with seamless escalation to care team support, helping reduce the daily burden on clinicians.
Our impact
The strategy and North Star vision translated into product-driven redesigns across Mayo Clinic’s digital ecosystem, introducing modular components and scalable personalization frameworks. Stakeholder alignment supported the delivery of a more adaptive, inclusive patient experience.
