R2I TRANSFORMS HEALTHCARE SYSTEM PATIENT EXPERIENCE

Nuvance Health is an integrated health system that was created through the merger of Health Quest and Western Connecticut Health Network, located throughout New York’s Hudson Valley and Western Connecticut. The merger resulted in a new brand and the need for a new website that addressed unique challenges from the two legacy systems, while also laying a groundwork for building a useful and compassionate user experience for patients and their loved ones.
R2ingrated, an award-winning CX agency, was selected by Nuvance to lead a user-focused research effort in parallel with a full-scale technology discovery. Merging legacy data and systems integrations required strong solutions to complex problems. R2i’s UX team coordinated the close collaboration of the Nuvance marketing and IT teams, as well as a fleet of subject matter experts and partner agencies. The results speak for themselves. Despite the potential complexities a digital health system imposes, the revolutionary design of the new website experience is fresh, clean, and modern. It utilizes insights from the research as well as trends in digital healthcare to allow users to find information and complete tasks as common as paying a bill and as important as researching a life-saving medical procedure.