Patient Systems · 8-10 weeks
Healthtech Platform for Patient Drop-Off
Reduced patient drop-off and increased completion rates.
01 · Situation
The state of the team before we started
Telehealth company with strong sign-up volume and quiet patient drop-off between scheduling and visit. Internal hypothesis was the visit UI. Engineering had three quarters of native-app feature work planned to fix it. Spend was high. Outcome was unclear.
02 · Diagnosis
What the Clarity Sprint surfaced
Clarity Sprint mapped the actual patient journey end-to-end. Drop-off was not at the visit. It was at an insurance verification step buried between scheduling and visit, which was blocking 40% of patients silently. Native-app investment would not have touched the actual problem. Documented the verification step as the primary failure mode.
03 · Decision
The call that was made, in writing
Defer the native-app roadmap entirely. Treat web-with-mobile-responsive as the primary surface. Redesign the intake flow to defer insurance verification, capture the scheduled visit immediately, and verify async after the visit was on the calendar.
04 · Build
What we actually shipped
Restructured the intake-to-visit flow over 8-10 weeks. Removed the insurance verification wall. Added an async verification path that ran without blocking the patient. Reshaped the scheduling UI for mobile-web first, which was already the dominant patient device. Web-only ship; no native app required.
05 · Result
What happened next
Patient drop-off between scheduling and visit dropped meaningfully. Completion rates climbed. Native-app investment that was planned for that quarter became unnecessary and the team redirected the engineering capacity to retention work.
Note on anonymity
Most of our work is under NDA. Identifying details have been removed; the situation, diagnosis, decision, and outcome are real. References are available on request once a fit conversation is underway.
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