Patient Onboarding Pain Points
Example of user feedback for sprint prototype
Timeline 2023
My Contributions
Sprint lead
Facilitator of two separate 5 day remote sprints modeled on the Google Ventures format
Location Remote
Employer profile Mental health start-up providing virtual care nationwide to over 12,000 active patients.
Project Context
Two week-long virtual design sprints addressing pain points of patient intake experience. The first sprint was bit broad in scope and led immediately into a second sprint. We decided as a team to focus on the intake experience due to the limited visibility into prospective drop-off throughout the intake process.
The current state was designed more for business needs than anticipating questions and needs from prospective patients. This moment in the journey offers a critical opportunity window to build the right relationship with a prospective patients – regardless of their fit for the practice. We framed the opportunity as How might we incorporate more familiarity and human-ness (ie. responsive, conversational, clear, patient-friendly tone) into the intake?
Main Insights
Importance of leading with transparency and expectation setting
Provide options to 'learn more', meet prospects where they are by defining terms and establishing a shared language (ex: video and text).
Prospects want to know about self-pay rates, financial plans, and their potential specific cost.
Prospects want to understand why the practice cannot treat certain conditions just as much as they want to understand what the practice does treat.
Emphasize that the practice is virtual only earlier in the process and does not offer in-person visits.
Continue to build trust through conversation
Conversational structure feels personable and gives positive impression.
Prospects want to share in their own words why they are seeking care and what they are experiencing.
Prospects assume describing their experiences and symptoms will lead to better matches.
Key results
The implemented recommendations made based on the above insights led to 23% increase of intakes started by prospective patients.
A visual I created to reflect synthesis of past research about the high level needs of a prospective patient
