Case Study: Mercy Health achieves rapid COVID response and personalized patient experiences with Adobe Experience Manager

How Mercy Health’s mission-driven approach puts them at the forefront of healthcare innovation

Mercy Health, a mission-driven health system headquartered in Chesterfield, Missouri (founded 1878, ~35,000 co‑workers), needed to rapidly pivot its digital presence when COVID‑19 struck. Already focused on personalization and better patient experiences, Mercy faced the twin challenges of quickly providing reliable pandemic information and delivering patient‑friendly online services like scheduling, bill pay, and virtual care while preserving individualized, dignified care.

Using Adobe Experience Manager and Adobe Target, Mercy built a new experience‑driven website, launched a COVID “digital front door” in one day, and deployed an anonymous pre‑appointment COVID screener within days. The results: the COVID page drove 256,000 visits (about 89% of site traffic) and the screener routed 35,000 people for assessment, while personalized content and conversion optimization improved online engagement and helped Mercy serve patients safely and at scale.

Mercy Health

Ken Kellogg

Vice President, Brand and Digital Experience