Mapping patient bottlenecks to optimize intake flows across 12 clinics
Patient Dropouts
CarePath Medical Group, running 12 large regional clinics, faced high patient dropout rates during consultation onboarding and digital check-ins. Patients complained of long clinic wait times and confusing online scheduling flows. The executive team lacked granular visibility into patient journeys, and their initial digital patient portals had very low adoption. They needed a comprehensive UX audit and user research study to pinpoint bottlenecks.
The goal was to trace every touchpoint, identifying cognitive hurdles for elderly and disabled patients while designing an actionable roadmap for software updates.
UX Audit & Patient Blueprint
We conducted a complete patient journey audit, conducting in-person interviews and digital recording audits to map every touchpoint from booking to consultation.
The resulting journey blueprint highlighted major scheduling bottlenecks, which we resolved by designing an intuitive, high-accessibility patient onboarding wireframe roadmap.
Crafting the Journey
User Interviews
Conducted 80+ in-clinic patient interviews to isolate cognitive check-in friction points.
Journey Mapping
Drafted detailed patient journey blueprints covering digital portal flows and waiting rooms.
Friction Analysis
Pinpointed critical design failures in portal accessibility for older demographic patients.
Strategic Roadmap
Created a detailed interface update blueprint with concrete wireframe recommendations.
Empathetic Onboarding
Implementing our research-backed wireframe recommendations led to immediate improvement. Patient portal registration rates surged, wait times dropped, and clinic staff reported a smoother check-in flow.
150% Adoption
Increase in patient portal registration and usage post-audit implementation.
