Mercy Health Services

Building a Better Responsive Site

A Rich, Collaborative Partnership

A Rich, Collaborative Partnership

TBG has had an ongoing and rich collaborative relationship with Mercy since the hospital arrived on the Web in 1997, and once again, Mercy chose TBG as their Web development vendor. The new responsive site was developed using Sitecore as the CMS to achieve the site's goals and to ensure Mercy is at the forefront of healthcare service innovation on the Web.

Doctor next to Mercy Hospital logo
Transforming & Redefining Mercy's Online Identity

Transforming & Redefining Mercy's Online Identity

Hospital system sites in general are fairly complex, and Mercy Medical Center is no exception. TBG is experienced in leading complex healthcare systems through the Web landscape to ensure easily navigable sites, while also ensuring digital strategies are ahead of the curve.  Over the years, Mercy has gone through a number of dramatic changes in its evolution, and continues to transform. Having gone from being a community hospital in the center of Baltimore City, it has redefined itself to a renowned medical network and health brand with a variety of applications and registers of engagement, as opposed to being just a specific geographic place. Mercy’s identity has become multiple, a change that simultaneously implies both challenges and growth for the institution.

looking at Mercy website on tablet

TBG & Mercy

Named one of the top 100 hospitals in the nation by Thomson-Reuters, Mercy Medical Center was founded by the Sisters of Mercy in 1874. Mercy has received national recognition in a variety of medical specialties including women’s cancer, orthopedic surgery and digestive health. Partnering with TBG (The Berndt Group), Mercy sought to develop a website that would drive patient volume, encourage patients to access Mercy services, enhance the patient experience and improve satisfaction with physicians and clinical staff. 

TBG took the time to fully understand Mercy’s current situation, and assess all of the challenges and opportunities. It helped that TBG has a longstanding relationship with Mercy and knows their site and site history well. TBG developed Web strategy recommendations based on creative analysis and best practices research, in addition to a series of interviews with top stakeholders within Mercy, including marketing and practice managers and core institution Web staff. This process enabled TBG to develop a new Web strategy, design, and user-driven, higher usability architecture for a site that resonates for all audiences.

TBG used our “hybrid waterfall” process—a very structured set of contingencies that guides clients through phases of discovery, strategy, information architecture, design, functional requirements, template production, prototyping, CMS implementation and development, content migration and training, with increasing levels of overlap among these areas as the project progresses from initial wireframes. As in all of our projects, we also had a strong focus on Quality Assurance and testing. For the Mercy project, we put special emphasis on a modular structure, customer conversion, and responsive design. The project had a unique theme of balancing a variety of different types of development for a mix of quality of experience and overall site performance.

"Our new website includes leading edge technology that positions Mercy to take advantage of the growing trend by consumers to use the Web for online searches, increased mobile access and the capability to connect with their health providers."

Thomas R. Mullen

President and CEO, Mercy Medical Center, Mercy Health Services

  • trophy iconWinner: Horizon Interactive Award
  • award ribbon iconBest Practices Hospital Site
  • star iconFully Responsive Web Design
  • 17+Year Partnership Mercy & TBG
  • award ribbon iconNationally Ranked Hospital by U.S. News & World Report
Structure-based Templates & Functions

Structure-based Templates & Functions

A great deal of the value of the website relates to the very high level of architectural work that was done to translate between the site’s complex user experience and a high usability back-end. TBG's work on Mercy was highly focused on developing templates and functions that were structure-based, keying off of site structure or metadata to create dynamic relationships. Given the expansive content offering on Mercy’s site, this thoughtful back-end development work was important as a way of allowing their small marketing staff to efficiently get their arms around a large amount of content and site structure, and engage in more Web publishing.

A Sophisticated Regional Healthcare Site

A Sophisticated Regional Healthcare Site

Mercy’s responsive site launched with high levels of praise from Mercy staff. The hospital site has become one of the most sophisticated healthcare sites in the region. TBG came away from the project with an appreciation for some new information architecture techniques centered around complex queries and large content repositories—and some interesting lessons learned about the sequence and structure of development and requirements gathering. The result was a redesign that allows users to search, navigate by condition or treatment option, or navigate through Mercy’s well-known Centers of Excellence. The site allows for cross-linking of relevant content throughout the site, is equipped with a custom built Lucene-based search application, and a separate Find-a-Doctor search within the Sitecore CMS.