Sitecore Experience Awards

Macmillan Cancer Support

SEA category: Most impactful human connections
Project brief

Without any cut in quality, Macmillan Cancer Support has taken highly valued information and support and put it online. It mitigated reduced National Health Service (NHS) services by rapidly posting a special COVID-19 content hub.

About

Macmillan Cancer Support

Nonprofit

UK

Products

XP

CHALLENGE

Deliver transformation to improve value, targeting, operations and satisfaction

  • Emulate traditional face-to-face service online to make the ‘magic’ of a Macmillan nurse digital
  • Technology, disparate digital products, high costs, poor mobile use and user journeys
  • Improve information on previous website that was extremely difficult to manage
  • Improve information on previous website that was extremely difficult to manage
  • Avoid years taken to redesign and migrate last website
  • Deliver an emergency response to COVID-19 and lockdown impact on cancer care
SOLUTION

Solutions used

OUTCOME

Improved findability and navigation, simplified user journeys

  • Improved engagement: page time up 30%, content consumption up 218%, click to call and chat up more that 100% post go-live
  • Deployed COVID-19 information hub rapidly; 78% getting content they need
  • Reduced production time by half allowing editors to focus on content quality
  • Delivered a personalized digital content experience with guides and self-help features
  • Introduced intelligent sign-posting to services like call to action, click to call, chat, email
  • Delivered the new site in less than a year
See the project
WHAT THEY SAID
Full information given in a plain manner to be understood by patients like myself who have a non-medical background! Thank you.

Patient response to new Macmillan Cancer Support

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