1 CancerCompass was owned and operated by Cancer Treatment Centers of America Marketplace, LLC.
Federal filing naming the employer entity and describing the product: physician matching, patient engagement with chat and video, oncology information.
Case study
Scaling oncology navigation for 30MM annual visitors
Led digital product strategy for an oncology information and patient-engagement platform serving 30MM annual visitors. Translated clinical protocols into plain-language navigation flows patients and families could follow without a nurse on the phone.
Timeframe
2019–2021
Overview
Led digital product strategy for an oncology information and patient-engagement platform serving 30MM annual visitors. Translated clinical protocols into plain-language navigation flows patients and families could follow without a nurse on the phone.
An oncology information platform with 30MM annual visitors needed to translate clinical protocols into actionable steps for patients and families navigating cancer care — without requiring a nurse on the phone for every interaction.
The decision
Context 1
An oncology information platform with 30MM annual visitors needed to translate clinical protocols into actionable steps for patients and families navigating cancer care — without requiring a nurse on the phone for every interaction.
The Decision
Led relaunch with plain-language navigation flows, feedback loops with nursing teams to tune triage rules, and reliability reviews so content updates stayed aligned with clinical oversight.
What we did
Directed product strategy and $2M in software development execution. Wrote the Director of Development job description and defined the tech-stack architecture for the platform's rebuild. Built feedback loops with nursing teams to continuously tune triage rules and reduce avoidable escalations.
Outcome 2
Reduced bounce rate by 25% and increased chat conversions by 267% through interface and analytics updates. Directed $2M in software development across core platforms.
Sources
2 CTCA was acquired by City of Hope in 2021.
Public company context for the acquisition.
Implementation
Constraints
- Clinical accuracy requirements for oncology information.
- Patient-facing content requiring clinical oversight and reliability reviews.
- Platform rebuild requiring new tech-stack architecture and team.
What was shipped
- Plain-language navigation flows translating clinical protocols.
- Feedback loops with nursing teams to tune triage rules.
- Reliability reviews for content updates with clinical oversight.
- Interface and analytics updates that reduced bounce rate and increased conversions.
Outcomes
- Reduced bounce rate by 25% through interface and analytics updates.
- Increased chat conversions by 267% through interface and analytics updates.
- Directed $2M in software development execution across core platforms.
- Translated clinical protocols into plain-language steps patients and families could follow at scale.
Deliverables
- Director of Development job description and tech-stack architecture for platform rebuild.
- Navigation flow designs translating oncology protocols into patient-actionable steps.
- Triage tuning protocol with nursing team feedback loops.