Evidia is Germany's leading radiology group with over 90 locations and 2,000 employees. Following the merger of Meine Radiologie Holding and blikk under EQT, the organization faced the challenge of digitalizing structures, processes, and patient experiences. Commissioned by OMMAX, we supported the development of a comprehensive digital strategy focused on research, experience design, and strategic derivation. The foundation was a discovery phase in which we redefined market dynamics, target audiences, and digital potential for patients, referrers, and practice teams.
Summary Within the OMMAX mandate, we supported Evidia's digital realignment with the goal of connecting services, communication, and user experience. The starting point was a fragmented digital landscape and an inconsistent booking system.
Our role: systematically capture, structure, and translate the needs of all stakeholders into actionable recommendations. Patients, referrers, and practice teams each had different needs. We conducted a representative market survey, interviews with physicians, referrers, and practices, and multi-stage user tests. We analyzed market dynamics, competition, and user behavior, defining audience models for patients, referrers, and employees.
These insights delivered the foundation for Evidia's experience strategy: a patient-centered, clearly structured, and adaptive platform that digitally integrates booking, intake, and results delivery. As one component in the overall process, our contribution helped OMMAX develop a clear direction for the group's digital future. Less complexity, more transparency, and measurable value for patients and employees.
Highlights
Digital Realignment From post-merger patchwork to scalable, integrated platform with a comprehensive digital strategy and clear UX architecture.
Market Research Analysis of patient behavior and digital patient experience through a survey of more than 1,000 patients and expert interviews.
Employer Branding Integration Digital experience as the foundation for talent acquisition and HR communication. Designsystem & UI Development of a component-based system with clear design principles and motion standards.
Operational Impact 35% more bookings, 12% fewer no-shows, 11% higher conversion - measurable results after 4 weeks.
Contribution
Strategic Analysis As-is analysis, market and competitive assessment, definition of target audiences and patient journeys, derivation of a to-be strategy for the experience domain.
User Experience Design Journey mapping, user flows, wireframes, information architecture, prototyping, usability tests.
Digitale Roadmap Input for pilot phase, definition of use cases, coordination with tech workstream, integration into overall strategy.
Details
User Interface Design
The platform uses Evidia's main feature and employs transparency effects and micro-animations to "make the invisible visible" and improve user interaction for a seamless and intuitive experience.
Experience Design
We mapped the customer journey for the target audiences including patients, physicians and employees, as well as referrers. Beginning from searching for a practice through appointment scheduling and intake to the delivery of results, identifying pain points such as unclear technical terms, lack of transparency in appointment allocation, and short-notice cancellations due to insufficient communication.
Strategy
Based on a quantitative study (1,000+ participants), in-depth interviews with patients and referring physicians, and usability tests of competitor platforms, we were able to gain crucial insights. These formed the foundation for the development of a fully digitalized and optimized patient journey.
