Session Details

97H - Creating Digital Ecosystems That Patients Crave—and Stand the Test of Time

Wednesday, March 22

3:15–4:15 p.m.

Digital transformation is on a rapid growth trajectory in healthcare as today’s health system executives strive to get in front of consumer demands and expectations. Unfortunately, the urgency to create positive digital experiences often results in a piecemeal strategy that leads to clunky consumer experiences and lackluster ROI. It’s one reason why 83% of the more than 350,000 health-related mobile apps only get downloaded 5,000 times, according to IQVIA.

UNC Health embarked on a journey to create a seamless digital ecosystem built on investments that would drive value through optimal patient experiences. The organization first unveiled its UNC Health mobile app in 2019, offering GPS-like turn-by-turn navigation and provider search capabilities. Today, the UNC Health mobile app has expanded to also provide access to My UNC Chart, Virtual Urgent Care 24/7 and the ability to locate the closest urgent care and emergency department with the latest wait times—all through a single mobile app interface. To date, the health system has recorded more than 144k downloads, 1.6 million sessions and a 71% reuse rate. Notably, 21% of users are “super users,” having engaged with the app at least nine times.

This session will provide an overview of UNC Health’s journey to implement a mobile platform with the flexibility to scale and bring together all digital consumer-facing elements. It will also detail innovative approaches to meeting patients where they are to improve access, downloads and interaction. Finally, presenters will provide an overview of the common reasons mobile apps fail and best practices.

Learning Objectives

  • Assess the characteristics of an optimal mobile strategy by exploring the journey of UNC Health to create a seamless digital ecosystem.
  • Evaluate the top reasons digital strategies fail in today’s healthcare climate and best practices for investing in infrastructures that drive value and ROI.

Presented By

Dan Dodson

Dan Dodson

System Director, ISD Digital Health and Information

UNC Health
Joshua Titus

Joshua Titus


Gozio Health