<aside> UX Case Study: Comprehensive redesign of the patient digital experience at ABC Medical Center
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This case study details the comprehensive redesign process for the web platform of ABC Medical Center (CM ABC), a leading hospital institution in Mexico. The project tackled the challenge of aligning the hospital's digital presence with its renowned excellence in in-person medical care, transforming a fragmented web experience with limited functionalities into a unified, intuitive, and highly efficient digital ecosystem.
As a Product Designer at Agencia Denumeris, I led the design process from start to finish, from in-depth user research to post-launch optimization.
The implemented solution, now visible at centromedicoabc.com, resulted in a 33% increase in the SUS score, a 50% reduction in time for key tasks, and a 25% decrease in web-related Call Center inquiries, demonstrating a tangible impact on both patient satisfaction and operational efficiency.
ABC Medical Center has a history of more than 130 years, consolidated as a benchmark for quality and human care in the Mexican healthcare sector. However, as of late 2020, its digital platform did not fully reflect this prestige.
Pre-Redesign Context: The CM ABC’s digital presence was fragmented. The main website (centromedicoabc.com) functioned primarily as a source of institutional information. The patient portal "Mi Salud ABC" (misaludabc.abchospital.com), based on an external system, was almost exclusively focused on radiology results, operating on a separate subdomain.
Online appointment scheduling was limited, mainly for lab studies. Despite the internal implementation of an Electronic Clinical Record (ECE) between 2017-2019, its visible integration for the patient in a unified portal had not materialized.
The patient's digital experience was perceived as disjointed and inefficient. Users faced:
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Experience Fragmentation:
Confusion when navigating between the main site and the patient portal, creating a sense of disconnection.
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Incomplete Access to Results:
"Mi Salud ABC" only showed radiology results, frustrating patients who expected to see all their analyses in one place.
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Limited Transactional Functionalities:
The inability to schedule appointments with specialists online forced patients to resort to phone calls, consuming time and resources.
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Outdated Usability and Aesthetics:
The overall design was perceived as old-fashioned, affecting the perception of modernity and trust.
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The initial research (Phase 1) quantified this problem: the pre-redesign platform's SUS (System Usability Scale) score was 45/100 (considered "poor"). 75% of users who tried to schedule an online appointment with a specialist reported frustration or were unable to complete it. 68% of respondents expressed the desire for a unified portal for all their medical results. These figures reflected a significant gap between CM ABC's clinical excellence and its digital experience.