coram logo

The power behind personalized user experiences

Developing a dynamic care hub

Accessibility design
User experience
Content strategy
Website development
Front-end coding

A unified digital experience for everyone

As a leading home infusion and tube feeding therapy provider, Coram is dedicated to truly improving the lives of the people they serve. When they needed a brand new website that delivered a consistent, unified customer experience for four distinct audiences—patients and their caregivers, providers, manufacturers and payors—we stepped in to create a dynamic care hub that made users feel empowered and self-sufficient.

Reimagining the Coram website to be more accessible to their diverse audiences

See how we simplified complex care

This website’s unique engineering focused entirely on each audience’s different needs through cohesion, ease of navigation and accessibility. Our goal was to build an authentic, intuitive and hopeful space while establishing a consistent brand voice. By refining the visual identity, the audience is taken on a cohesive journey that is tailored just for them through the landing page that incorporates links to different pages depending on the audience type and leads them to the corresponding information they need. The experience architecture and design strategies were used to make communication clearer and information more attainable.

The patients and their caregivers would be making a life-changing decision when visiting the Coram website. This site was developed to support a dynamic care hub that took complex information and simplified it in a way that allowed the patients to become self-sufficient during challenging times. This allowed health care providers the opportunity to step in on more critical tasks, and for patients to make fewer phone calls and request at-home visits. These design strategies and content have given patients and caregivers access to the crucial information they need to conduct their own infusion therapies.

Shortly after the pilot program launched, Aetna wanted to develop a new care kit that would target Black women, who are disproportionately affected by preeclampsia as a result of racial and ethnic disparities.

The seamless branding and
content empowered patients and
caregivers to be self-sufficient

Explore how we built patient confidence

Crafting inside and out branding with Coram

learn how empathy shaped the experience

During the pandemic, we created a care kit for the Coram sales team to distribute to hospital providers intended to raise awareness about their new patient experience that was simple, streamlined and supportive. The care kit included a postcard with an overview of the new patient experience, as well as a CVS-branded mask and mustache stickers they could apply— creating a unique opportunity for inside-out branding. This care kit approach successfully cut through the clutter of typical B2B sales materials.

Behind the scenes

Preeclampsia is the leading cause of maternal and infant illness and death—and its rate has increased 25 percent in the last 20 years. To reverse this trend, Aetna developed a first-of-its-kind program using evidence-based interventions. But they needed a powerful way to deliver it to members.

We created a targeted outreach campaign to engage expectant moms at risk of developing preeclampsia. Shortly after, we reimagined the experience as part of a follow-up program focused on expectant moms who are Black.

By building a strong creative
narrative, we helped make
decisions just a little easier

Discover how the new site supports smarter care

This brand new patient experience utilized specific design strategies, usability and creative narrative to build a cohesive journey for the user

100k +

view of how-to videos in 10 months

63.5%

increase in
page views

~1.4M

site visits in
the first six months