Client
Beacon Community Health
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Healthcare
Beacon Community Health
A mission-driven community health center was losing patients to a slow, confusing website that failed accessibility checks. We rebuilt it on Drupal as a fast, WCAG 2.1 AA platform with online scheduling — and appointment requests more than tripled in six months.
3.2× more online appointment requests, a 0.9s median load time, and WCAG 2.1 AA compliance across 400+ pages.
Duration
14 weeks, discovery to launch
Technology stack
- Drupal 10
- PHP / Twig
- Single Directory Components
- Search API
- Webform
- Cloudflare CDN
- Pantheon hosting
Quick client profile
- Industry
- Nonprofit community health
- Location
- Worcester, Massachusetts
- Scale
- 9 clinics · 40,000 patients a year
- Engagement
- Discovery, UX, accessibility, Drupal build, and ongoing support
What the client experience sounded like after delivery
Responsab did not just make our site look better — they made it work for every patient who visits it. For the first time, our website reflects the quality of care we give. Appointment requests have more than tripled, and our staff can finally keep it up to date themselves.
Danielle Osei
Executive Director, Beacon Community Health
Project Images
A closer view of the platform and delivery context
Before And After
What changed through the engagement
Before
- Pages took more than four seconds to load, and half of mobile visitors left before the page finished
- Core tasks — find a clinic, request an appointment — were buried four clicks deep
- The site failed WCAG 2.1 AA, shutting out patients who rely on screen readers and keyboard navigation
- Content lived in a dated CMS only one staff member knew how to update
- No Spanish-language content, in a community where one in three patients prefers Spanish
After
- ✓A 0.9-second median load time on mobile, verified in the field
- ✓Appointment requests, the clinic finder, and patient forms one tap from every page
- ✓WCAG 2.1 AA across the whole site, validated with automated and manual audits
- ✓A structured Drupal content model any staff member can update without a developer
- ✓Fully bilingual English and Spanish content in a single editorial workflow
Implementation Approach
How the work moved from strategy into execution
Step 1
Ran a two-week discovery: patient interviews, analytics review, and an accessibility audit of the old site
Step 2
Mapped the three journeys that matter most — find care, request an appointment, and read health guidance
Step 3
Designed an accessible design system with real contrast, visible focus states, and generous touch targets
Step 4
Built the platform on Drupal with a reusable content model, Search API, and a Webform scheduling flow
Step 5
Launched with training, documentation, and a support retainer so the team stays self-sufficient
Measured Outcomes
3.2× more
Appointment requests
4.2s to 0.9s
Median load time
WCAG 2.1 AA
Accessibility
down 38%
Mobile bounce rate
English + Spanish
Languages
Next Step
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