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Designing a



American Healthcare Company



Customer Experience

Platform & Product Development


Life Sciences & Healthcare

EPAM Continuum was engaged to transform the clinic experience, making it more patient-centered across both physical and digital touchpoints. We reimagined the relationship between clinic providers and patients, using our human-centered design approach, to create a more accessible and personal experience.

Too often, patients feel their healthcare experience lacks the care component.

Instead of considering their overall health and wellbeing, providers only have time to respond to symptoms and crises, leaving both patients and providers frustrated. This fragmented approach is not only bad for patients, it’s unhealthy for the bottom line. Our health system is better off when patients are treated like people, when they trust their care providers to look out for their health proactively, not just when they are sick.

Our client, an American healthcare company, wanted to see the whole patient, including any barriers to care like transportation or the cost of prescriptions.

With hundreds of physicians and scores of clinics, the company engaged EPAM Continuum to rethink the relationship between providers and people. How should a patient-centered clinic look, feel and function?

Because healthcare has become transactional, revolving around reactive, episodic care, patients can be lost to other providers between episodes. Our task was to completely reimagine a distinctive user-centered experience of health and care for our client’s Medicare Advantage patients and providers. We wanted to create the conditions for patients to thrive, starting with an engaging clinical environment, personalized digital interactions, and new and meaningful relationships between patients and clinicians.

Understanding Patients 
& Providers

By deploying our human-centered design approach, which allowed us to really get to know patients, physicians and other providers, we were able to:

Map the entire patient journey (both functionally and emotionally)
Design a service blueprint
Help develop a new patient-provider experience across all in-person and digital touchpoints

The new model is being piloted in multiple locations. These sites, which are focused on adults with Medicare Advantage coverage, will serve as “sandboxes,” allowing our client to forge a model that can be expanded to all its ambulatory clinics.

Our innovators, analysts and engineers partnered with the client’s executive team, providers and patients to design the physical and service experience, as well as provide a thorough technology review. By assessing where the company was, we were able to offer a roadmap for a technology future that supports its goals and, most importantly, meets the needs of patients.

Our research revealed that deep trust is the most important part of the foundation on which to build a healthcare experience. There are three key components that must be included in the care experience to construct a trusting relationship between provider and patient:

Demonstration of Care
For patients, the single greatest marker for quality of care is whether their provider has treated them as the human that they are rather than as part of a transaction.
Dynamic Guidance
Guidance is the business end of proactive health and needs to be both effortlessly accessible and tailored to an individual's current journey and needs.
Frictionless Communication
Nothing causes more frustration for patients and clinicians alike than failed, extraneous or otherwise dysfunctional flows of information.

Building an Accessible, Seamless, Personal Experience

Patients crave real relationships with their providers—and vice versa. Physicians and nurses want to feel like their role is more than triage and rushed checkups. By reimagining the care experience based on relationships, our client will be able to set the standard for genuinely personalized care that is efficiently delivered by powerful technologies that feel invisible, while encouraging collaboration. We partnered to challenge the expected and deliver the extraordinary by evolving our client’s model toward health and care through the building out of the following elements:

Social Interactions

Physical Spaces

Digital Touchpoints

Improving Health & Care

All of the pilot clinics are built using the model we established around Social Interactions, Physical Spaces and Digital Touchpoints.

A key goal of these clinics is to reduce hospitalizations via the continuous care model. That includes more holistic care with common specialties such as cardiology, dermatology and endocrinology available, often immediately, either on site or via videoconferencing. Patients will also have access to other supportive providers like nutritionists and pharmacists, who will help patients build a stronger relationship with their care team.

The new model, with a welcoming environment powered by leading-edge digital technologies, will help patients feel they have agency over their own health and empower them to be more proactive about taking care of themselves, ultimately increasing compliance, reducing care gaps and improving outcomes.

Learn more about EPAM’s experience in the healthcare industry here.