What was the scope of their involvement?
We needed an easy solution for our customers. We wanted to minimize the number of clicks the user had to use to get information. We wanted to streamline everything and improve the functionality. We wanted people to be able to register for classes and make their first appointment on the home page. We also wanted an online medical staff directory with photographs and videos at some point in the future.
The president of Imaginary Landscape, Brian, and I knew each other through an association, and we’d been talking about making a change for a couple of years. His team met with my team and some other people, and we mapped out what we wanted to achieve. Then, his team met with all the players in our area related to corporate compliance, HIPAA, security, etc. Everybody was comfortable moving forward.
Imaginary Landscape built the structure for us. Each week, we had a conference call with our representative, who trained us how to use our site. They really taught us in a gentle way about how to build our site. They moved some information over for us, but a lot of the content was rewritten on our behalf, and then we uploaded it and built it as we progressed over the years.
One item that we were able to build into the website is a gift shop. If people have a loved one in the hospital, they can go online and order flowers or a gift to be delivered to that patient’s room that day. We didn’t have that capability before. Also, we now have videos in our medical staff directory and GPS-related maps to help people find a doctor’s office without a problem. In recent years, when we opened walk-in clinics, we could link to our IS department and include the wait times. The user can choose which facility they want to visit based on the wait time. Right now, that function is down on our site because we just converted to a new system, so it hasn’t been built yet on our end. We’ve also been able to integrate our health library into the site.
Imaginary Landscape helped us build some microsites for different objectives. Those work very well and actually have quite a bit of functionality to them. One microsite is a community-based resource directory. We keep the information for all the service groups and non-profit groups in our 7- or 9-county area. It’s updated on a continual basis. Users can search for what they need, and it’ll list the options available in their community. It’s printable and available in 56 languages, as is our website. That’s important, especially when you live in a rural area. While our biggest population may speak English, the next largest speaks Spanish, followed by German and Hindi. There aren’t a lot of translators available.
We met with Brian and had a service representative. We didn’t interact with the resources that were working in the background. We’ve had a change in our service rep since 2011. We’re very pleased with their response rate. If we have an issue on a holiday, weekend, or even in the evening, somebody will take care of it. Most of the items on our website aren't dire, but we especially want to ensure that our wait times are functioning correctly. Imaginary Landscape has been very responsive in helping us with that.
How did you come to work with Imaginary Landscape?
I knew Brian for many years through our state hospital organization, and we worked on a board of directors together. I asked some trusted peers in much larger organizations who they use and why they like them. Three of the people that I served on the board with all worked with Brian. So, his company took care of our organization’s website. He was always easy to work with, reliable, and a can-do person. His company was the only firm we considered.
How much have you invested with Imaginary Landscape?
We spent $90,000 on the project. The annual hosting fee is $30,000, which is substantially less than what we were paying before.
What is the status of this engagement?
We started working with them in May of 2011, and the site was launched in October of 2011.