Formed by a merger of two regional systems in 2018, Ballad Health is a multi-state health system that serves parts of Tennessee, Virginia, North Carolina, and Kentucky. They operate a family of 21 hospitals, as well long-term care facilities and outpatient locations.
Their flagship website, balladhealth.org, was on Drupal 7, whose end-of-life date was growing uncomfortably closer. Since migrating to the latest version of Drupal would essentially require a rebuild, Ballad Health decided it was also a good time to make design improvements to some key areas of the site.
"Although the original ask was all about updating to the latest version of Drupal, we wound up helping Ballad Health improve their digital customer experience—by using an iterative, data-driven design process."
We made several improvements on the development side for balladhealth.org, including:
- Moving from Drupal 7 directly to 9. We built some things new in 9 and migrated other items to 9. By taking this approach, we were able to skip 8 altogether and be more efficient.
- Integrating Phynd into their Find a Doctor functionality. They migrated and cleaned the data, and then we pulled it into Find a Doctor.
- Integrating Phynd into the location workflow, so that providers and locations track together.
- Adding analytics, so they can do AB testing and use the data to make sound business decisions for the organization.
Although the original ask was all about updating to the latest version of Drupal, we wound up helping Ballad Health improve their digital customer experience—by using an iterative, data-driven design process.
We understand that healthcare systems can’t always replatform and redesign all at once. Often, they are driven by more practical measures and need a solution ahead of a ticking clock. Because we know how to work smart and make the most of the insights that data provides, we can solve both their ticking-clock problems and their digital customer experience problems.