User Journey Mapping
User Journey Mapping
User Journey Mapping
Strategy
Strategy
Strategy
Web Design
Web Design
Web Design
Development
Development
Development
Modernising access to care across Ireland’s largest GP network
Modernising access to care across Ireland’s largest GP network
Year
2025
2025
Client
Centric Health
Centric Health
How we helped Centric Health transform complex booking journeys across 70+ clinics, streamlining patient pathways, boosting site usability, and supporting their expanding online doctor service.
How we helped Centric Health transform complex booking journeys across 70+ clinics, streamlining patient pathways, boosting site usability, and supporting their expanding online doctor service.
How we helped Centric Health transform complex booking journeys across 70+ clinics, streamlining patient pathways, boosting site usability, and supporting their expanding online doctor service.
The Challenge
The Challenge
The Challenge
Centric Health’s website was no longer fit for purpose:
• Overly complex booking flows: Patients along with clinic partners and job applicants faced messy navigation, confusing clinic selection, and fragmented journeys.
• Back-end friction: Intricate internal booking systems made integrating front-end UI and workflows a serious usability challenge.
• Scalability needs: With over 70 clinic profiles to manage, the site needed robust search tools to deliver accurate results and seamless access to services.
This digital friction threatened patient satisfaction and hindered Centric’s ability to promote emerging services like online doctor consultations.
Centric Health’s website was no longer fit for purpose:
• Overly complex booking flows: Patients along with clinic partners and job applicants faced messy navigation, confusing clinic selection, and fragmented journeys.
• Back-end friction: Intricate internal booking systems made integrating front-end UI and workflows a serious usability challenge.
• Scalability needs: With over 70 clinic profiles to manage, the site needed robust search tools to deliver accurate results and seamless access to services.
This digital friction threatened patient satisfaction and hindered Centric’s ability to promote emerging services like online doctor consultations.
Centric Health’s website was no longer fit for purpose:
• Overly complex booking flows: Patients along with clinic partners and job applicants faced messy navigation, confusing clinic selection, and fragmented journeys.
• Back-end friction: Intricate internal booking systems made integrating front-end UI and workflows a serious usability challenge.
• Scalability needs: With over 70 clinic profiles to manage, the site needed robust search tools to deliver accurate results and seamless access to services.
This digital friction threatened patient satisfaction and hindered Centric’s ability to promote emerging services like online doctor consultations.
The Strategy
The Strategy
The Strategy
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
The Build
The Build
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
With strategy as our foundation, we redesigned Centric’s web experience:
• User journey mapping: Defined every interaction from homepage to booked appointment across user types.
• Persona-driven UX design: Modeled flows tailored for patients, partners, and career seekers, ensuring clarity and ease.
• Advanced search implementation: Built scalable search and filtering tools to navigate 70+ clinic profiles and services while maintaining performance and accuracy.
• High-function booking flows: Streamlined workflows for patients, redirecting them to their clinic, applicable services, or online consultation options efficiently.
• CMS-integrated build: Delivered the design and development through a specialised CMS, working closely with Centric’s internal team to align design, development, and deployment.
The Growth
The Growth
Transitioning this project into real-world impact, we supported Centric in fully launching the revamped site:
• Internal collaboration: Aligned stakeholders across digital, operations, and clinic teams to ensure smooth rollout and adaptation to the new system.
• Service expansion enablement: The improved booking architecture now supports seamless online doctor appointments, enabling Centric to scale their virtual care offering.
• Performance uplift: Early evidence indicated smoother booking flows and improved user engagement, creating operational efficiencies and better patient satisfaction.
Transitioning this project into real-world impact, we supported Centric in fully launching the revamped site:
• Internal collaboration: Aligned stakeholders across digital, operations, and clinic teams to ensure smooth rollout and adaptation to the new system.
• Service expansion enablement: The improved booking architecture now supports seamless online doctor appointments, enabling Centric to scale their virtual care offering.
• Performance uplift: Early evidence indicated smoother booking flows and improved user engagement, creating operational efficiencies and better patient satisfaction.
Transitioning this project into real-world impact, we supported Centric in fully launching the revamped site:
• Internal collaboration: Aligned stakeholders across digital, operations, and clinic teams to ensure smooth rollout and adaptation to the new system.
• Service expansion enablement: The improved booking architecture now supports seamless online doctor appointments, enabling Centric to scale their virtual care offering.
• Performance uplift: Early evidence indicated smoother booking flows and improved user engagement, creating operational efficiencies and better patient satisfaction.
/KEY OUTCOMES/
A modern, user-centered digital experience.
A modern, user-centered digital experience.
Our work with Centric Health delivered a modern, user-centered digital experience. Complex systems now operate with elegance, enabling patients and partners to engage, whether booking an appointment, joining the team, or connecting to online care, with confidence and speed.
Clinic profiles made easily discoverable via improved search and filtering
Core user journeys optimised for patients, partners, and careers
Online doctor service enabled through enhanced booking architecture and seamless navigation
/Testimonial/
"CSM has been an invaluable digital marketing and business development strategic partner for us at Centric Health. The team has brought clarity to growth levers, challenged our thinking, and helped us align 2 organisational divisions around distinct, clear, actionable strategies. Their ability to combine commercial insight with practical, hands-on guidance has made a significant difference to how we plan, prioritise and execute. I would highly recommend them to any organisation seeking structured growth and strategic support. They are a pleasure to work with too, always helps!"
"CSM has been an invaluable digital marketing and business development strategic partner for us at Centric Health. The team has brought clarity to growth levers, challenged our thinking, and helped us align 2 organisational divisions around distinct, clear, actionable strategies. Their ability to combine commercial insight with practical, hands-on guidance has made a significant difference to how we plan, prioritise and execute. I would highly recommend them to any organisation seeking structured growth and strategic support. They are a pleasure to work with too, always helps!"
"CSM has been an invaluable digital marketing and business development strategic partner for us at Centric Health. The team has brought clarity to growth levers, challenged our thinking, and helped us align 2 organisational divisions around distinct, clear, actionable strategies. Their ability to combine commercial insight with practical, hands-on guidance has made a significant difference to how we plan, prioritise and execute. I would highly recommend them to any organisation seeking structured growth and strategic support. They are a pleasure to work with too, always helps!"
Aoife-Cox Garvey
Marketing Director
Marketing Director
