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Company: GoHealth Urgent Care
Nomination Submitted by: Berg & Associates LLC
Company Description: GoHealth Urgent Care is an on-demand consumer-centric care platform that serves as the digital and physical front door to the healthcare ecosystem. At GoHealth, we aim to provide timely, accessible and high-quality on-demand care to patients, both virtually and in person, through both our technology- enabled and data-driven approach to care and partnerships with market-leading health systems.
Nomination Category: Web Achievement Categories - Industry
Nomination Sub Category: Health Products & Services
 Nomination Title: GoHealth Urgent Care – Empowering Patients to Access Healthcare
- Which will you submit for this nomination, an essay of up to 525 words describing the nominated achievement(s), OR a video of up to five (5) minutes in length describing the same? CHOOSE ONE:
Written essay of up to 525 words
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- If you are providing a written essay of up to 525 words about your nominated web achievement(s), provide it in this space:
Total 496 words used.
In a world where healthcare is fragmented, frustrating and costly, consumers seek out care that is accessible, personal and on-demand. We redesigned our website to address the changing needs of patients and ensure that digital experience with the brand is as convenient, effortless and connected as the experiences they have receiving care.
Experience Design
We partnered with leading technology providers, including design and development agency Monogram, to deliver a world-class digital experience, ensuring patients can perform the most important actions, saving their spot before arriving or finding a center, with ease. After surveying our patients and healthcare partners, we found that finding the most appropriate urgent care center is one of the most important things, so we emphasized getting patients from A to B in fewer steps. We added a new Find a Center tool that allows for a quick and smart search of nearby centers and health news and tips relevant to the patient’s community. We created this feature knowing it would be a valuable resource for users, and the tool now drives an average of more than ~16k page views per week.
Because customers prioritize accessibility as a key factor in making healthcare decisions, our website user journey needed to reflect this need requiring a fluid and easy navigation. Today, our website prioritizes on-demand and low-barrier features, such as a redesigned and easy-to-use Save My Spot tool and center locator front and center. Within a few clicks, patients can save timeslots at the center of their choice and toggle between in-person and virtual options for more flexibility. As a result, we successfully reduced the flow by 70% based on the average number of clicks between start and finish. We improved our Virtual Visit experience by adding a link in our main navigation for quick and easy access to virtual-related content and timeslot selection, and cross-promoted the option throughout the site content. We also improved accessibility following Americans with Disabilities Act Standards for Accessible Design and Web Content Accessibility Guidelines compliance. We recognized through data analysis on the original site that, while 70% of traffic was mobile, our design was built for desktop access. In the redesign, we focused on creating a mobile-first design to ensure patients have seamless access to our tools regardless of device.
Creative
Recognizing that the healthcare journey is extremely personal, emotional and sometimes intimidating, we adapted our look and feel to a more genuine, friendly and warm tone, so patients leave our site feeling optimistic. We included more ownable, custom photography to humanize the brand and incorporated more content around our unique connected care model.
Content Management
Our new website employs a headless CMS (Content Management System) using Prismic, combined with our hosting platform, Vercel, to create an advanced platform that decouples the content repository from the presentation layer. This allows for enhanced flexibility and opportunities that wouldn’t otherwise exist. Additionally, our website is built as a single-page application and uses JAMstack architecture to deliver better performance, security, and scaling.
- Optionally, list the appropriate creative and production credits for the nominated achievement(s) you are nominating, such as the following: Advertising Agency/City: Client: Art Director: Cinematographer: Creative Director: Designer: Director: Illustrator/City: Music Producer/City: Photographer/City: Printer/City: Producer: Production Company/City: Programmer: Writer: Web Development Firm/City:
Paula Blomquist, Chief Marketing Officer, GoHealth Urgent Care
Andrew Neumann, Chief Information Officer, GoHealth Urgent Care
Alex Ruiz, Creative Director, GoHealth Urgent Care
Neal Garrett, Web Developer, GoHealth Urgent Care
Kayla Good, Content Manager, GoHealth Urgent Care
Austin Moskowitz, Marketing Manager, GoHealth Urgent Care
DJ Patel, Managing Director, Monogram
TJ Kohli, Creative Director, Monogram
Claudio Fofiu, Director of Technology, Monogram
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