Children’s National Health System

Think Globally, Experience Locally.

The personalization approach combines a visual design system & content strategy to cohesively share global content efficiently, resulting in localized content shared personally.
Screenshot of Children's National Hospital website

"The team always makes themselves available around our schedules. I can’t think of any time they’ve missed a deadline, and they let us know how things are going."

Children's National (CNHS) is ranked the number 1 pediatric hospital in the DC-MD-VA region and one of the top 10 pediatric hospitals in the country by U.S. News & World Report. Given their medical expertise, they have many international patients seeking treatment at their hospital. When CNHS needed to improve their website and better deliver an international experience for their patients, they engaged agencyQ.

The Challenge

When international patients log on to the CNHS site, they are often researching care for a sick child. These situations can be life-threatening and overwhelming. CNHS wanted to personalize their patient experience on their website to provide clear and helpful information in a comfortable environment.

The Solution

Our personalization approach prepared CNHS to deliver critical information right when their customers needed it the most. As a Sitecore partner, agencyQ drew on its technical expertise to build CNHS’s new, personalized website on the Sitecore platform and with Sitecore Experience Accelerator (SXA). This upgrade allowed the team to incorporate their content earlier in the development process and take a component based design approach to repurposing content for different cultures on their site. This included their English site, as well as 3 new sites in different languages. These new sites weren’t just translated versions. We researched and took into account cultural user design preferences and delivered content in a familiar environment for CNHS personas. The personalized patient experience on the sites both provided critical information clearly and inspired confidence in CNHS’ ability to deliver life-saving treatments. We continue to work with CNHS’s team to research and update sites for new audiences across cultures as their patient base continues to expand globally.


The Results

This project with CNHS is ongoing. CNHS saw higher engagement on their new sites, and a substantial increase in revenues from international patients. By better personalizing their information for patients, they demonstrated their industry-leading abilities and drove new patient business. CNHS was able to see results much faster than had they undergone this transformative process by themselves, and appreciate having agencyQ as a flexible partner that gets things done.


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