Mount Sinai · Hudson Yards
A membership-based medical practice at Hudson Yards — the largest private real estate development in US history — needed a digital portal matching the quality of their in-person experience.
The Problem
A newly opening membership-based practice needed a differentiated digital portal. Members paying a premium needed a high-touch digital experience matching the quality of their in-person care.
Convenient Carl — primary member persona
Process
The key stakeholder was Mount Sinai's Commercialization team (partnerships & innovations). Our research hypothesis: high-touch human service combined with high-quality technology removes friction and delights users accustomed to premium experiences. We iterated multiple times based on usability testing and qualitative feedback cycles.
Visual workflow maps were instrumental in aligning the patient experience and documenting critical touchpoints for both members and care team.
Low-fidelity explorations of key member workflows, including health questionnaires and information management.
Annual Physical Wellness Questionnaire wireframe options
Solution
A comprehensive digital ecosystem enabling members to book visits, communicate with their care team, and manage health information. Plus a dedicated staff-side tool integrating seamlessly with the EHR for efficient care coordination.
