Goals

After opening in March of 2015, Carilion Clinic’s new Cosmetic Center was struggling to win business in Roanoke and the surrounding region. Their web presence was buried within the larger CarilionClinic.org site and did not offer a clear, compelling reason for prospective patients to choose the new facility with its experienced physicians.

Services Provided

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Research

Our research indicated that cosmetic surgery is typically marketed online in one of three ways:

  1. as glamorous but superficial procedures
  2. as cost-driven decisions that overlook the need for medical rigor
  3. by overwhelming the consumer with overly scientific explanations

Patients who choose to have an elective procedure are willing to do their research. However, none of these approaches actually help patients to make a thoughtful, informed choice.

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“We decided to apply e-commerce best practices like a flat site hierarchy, appropriate product information, and a focus on conversion to make it easier for consumers to both explore and take the next step.”

Design

We transformed the traditional process of promoting cosmetic procedures via price or setting unreasonable expectations. Instead, we decided to apply e-commerce best practices like a flat site hierarchy, appropriate product information, and a focus on conversion to make it easier for consumers to both explore and take the next step.

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Development

  • Developed a new patient focused architecture for the site based on the three most vital patient needs “Doctors, Treatments and Locations”.
  • Entirely Mobile Responsive site experience.
  • Reimagined the Physician Search Process through a revolutionary new “find-a-doctor tool”.
  • Integrated with Epic by building a custom Open Scheduling tool that drives patients from the “Find-a-Doctor Tool” into an actual appointment.
  • Significantly simplified content on the site to be focused on conversion, while launching a custom blog format for a focused thought leadership strategy.
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Outcomes

By applying e-commerce best practices and designing a responsive, conversion-focused site, we disrupted how elective procedures are promoted on the web. The result has led to deeper engagement from website visitors and more conversions for the new Carilion Clinic Cosmetic Center.

  • +69%increase in consultation requests
  • +131%increase in page views