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."
President and CEO, Mercy Medical Center, Mercy Health Services