Ochsner Health

Historically, Ochsner has had significant adoption and use of their EHR-branded app across key transactional features—but they wanted to deliver more. Ochsner Health was ready to engage healthcare consumers directly in their own branded and downloadable app to unify their digital ecosystem into a single, mobile engagement platform and increase their ability to interact and transact with their consumers. 

Because of the success Ochsner has had leveraging their EHR app functionality for essential features including appointment scheduling, billing, virtual visits, messaging, and check-ins, maintaining that core for over one million users was a requirement. They also sought to  increase the opportunity for self-service through web-optimized pages—creating a fresh, user-centric interface. Both were important as Ochsner planned to appeal to new users while also successfully migrating existing users to the new app.

We saw an opportunity to create a mobile digital experience that would embrace these requirements while amplifying the community trust Ochsner had earned.

Ochsner’s desired future state necessitated a personalized and branded mobile app solution. To increase speed-to-market, and build on the very high adoption Ochsner already had, we leveraged and enhanced the EHR-submitted mobile app solution as the starting point.

This white label solution is customizable and distributed by the health system under its own name and brand in app stores—enabling Ochsner to build their direct-to-consumer mobile presence and engagement strategy. Ochsner sought Phase2’s expertise to push this solution’s limitations—working collaboratively to customize the pre- and post-login pages.

Phase2’s work expanded the app’s existing functionality to create a customized, branded experience—easily downloaded from the Apple App Store and Google Play. This new mobile experience is intuitive, brings all of Ochsner’s resources together for a streamlined, user-friendly experience.

We advised on a beta launch strategy to gain internal buy-in from the Ochsner team. Feedback from this test release and a soft launch has been glowing with users emphasizing ease of use, speed, and overall accessibility. Phase2 also partnered with Ochsner Health to develop new measurement models and strategic short and long-term mobile app roadmaps of future features, functionality, and iterative improvements. 

Shortly after the MyOchsner app’s launch, it ranked 10th in the medical category for all U.S. apps in the Apple App Store category. The app’s aggregated average rating (Google Play and Apple App Store) increased 12.23% in a single month from 4.17 to 4.68 with the average number of ratings increasing by 729.17% over the same period. An early 30-day snapshot shows an average of 920 downloads per day with 154.44 active sessions. Additional metrics:

• Ranked #18 in the U.S., clinical care category, Apple App Store
• Ranked #30 in the medical category overall, Apple App Store.
• Ranked #42 for all medical apps, Google Play

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.