Unified Search Solutions for an Enhanced Digital Experience
The Foundation
Ochsner Health, a leading healthcare provider in the Gulf South, sought to revolutionize its digital patient experience. To further optimize its digital infrastructure, Ochsner partnered with Phase2 and Yext to consolidate and enhance their search functionality across multiple platforms. This collaboration not only improved search utility and user engagement but also provided significant operational cost savings.
Consolidating for Efficiency
Ochsner’s previous search infrastructure consisted of fragmented tools, which created inefficiencies, inflated costs, and a disjointed user experience. The healthcare system aimed to unify its search functions to streamline operations and provide users with a faster, more accurate experience in finding doctors, scheduling appointments, and accessing health information.
Phase2 brings a level of expertise and strategic thinking to technical integrations that has allowed us to make our vision a reality. They delivered a customized solution that integrates with our existing systems, streamlines data management and provides a best-in-industry digital search and booking experience.
Crafting a Unified Search Experience
Phase2 partnered with Yext to deliver a comprehensive solution that would address Ochsner's needs using an AI-powered search experience. This unified search leveraged natural language processing to deliver more accurate and relevant results.
Key performance improvements included:
Global Site Search:
- Search Volume Growth: From January to September 2024, searches powered by Yext increased by 117% compared to 2023.
- Null Results Reduction: The average no-result rate decreased from 6.84% in 2023 to 2.8% in 2024.
Find a Doctor Directory Integration
- Engagement Rates: This integration required meticulous technical work to ensure accurate data mapping and display. Post-launch, engagement rates for the directory increased 43%, demonstrating the success of the new interface.
Improved Online Scheduling: The launch of a new scheduling widget in August 2024 boosted online appointment bookings. Year-over-year comparisons revealed an 8.05% increase in online scheduling, showcasing the impact of the improved digital tools.
Our digital presence has been significantly enhanced by Phase2’s data-driven approach, which surpasses our previous search interfaces.
Cost Savings and Improved Operations
Ochsner's strategic decision to consolidate its digital tools resulted in millions of dollars in cost savings. The simplification of its tech stack enabled internal teams to focus on higher-value activities, driving both operational efficiencies and cost reductions.
Users found relevant search results faster and with greater accuracy. Search behavior insights from CX tools, paired with improved user engagement rates post-launch, reflected a marked improvement in the user experience. The introduction of a new scheduling widget, combined with the enhanced search capabilities, contributed to an uptick in new patient appointments. The new search functionality integrated seamlessly with Ochsner’s electronic medical records (EMR) system, ensuring a smooth user experience for patients booking appointments. Additionally, Phase2’s customization allowed Ochsner to maintain a cohesive brand identity across all touchpoints, while also scaling the system for future growth.
About Ochsner Health
Ochsner Health is the leading nonprofit healthcare provider in the Gulf South, delivering expert care at its 46 hospitals and more than 370 health and urgent care centers. For 13 consecutive years, U.S. News & World Report has recognized Ochsner as the No. 1 hospital in Louisiana. Additionally, Ochsner Children’s has been recognized as the No. 1 hospital for kids in Louisiana for four consecutive years.
Ochsner inspires healthier lives and stronger communities through a combination of standard-setting expertise, quality and connection not found anywhere else in the region. In 2023, Ochsner Health cared for more than 1.5 million people from every state in the nation and 65 countries. Ochsner’s workforce includes more than 38,000 dedicated team members and over 4,700 employed and affiliated physicians.
Ochsner Health
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