A patient portal people actually finish booking through
Client
Northline Health
Industry
Healthcare
Year
2025
Discipline
Challenge
Northline's booking flow asked patients for nine fields before showing a single open appointment. Two in five sessions abandoned before confirmation, and call-center volume was rising faster than headcount.
Approach
We mapped every drop-off point against call-center transcripts, then rebuilt intake as a single-question-per-screen flow with live availability shown up front. Design and engineering shipped in the same two-week sprints so copy, layout, and API contracts stayed in sync.
Outcome
Completed bookings rose 38% in the first full quarter post-launch, and inbound scheduling calls dropped enough to redeploy two support staff to patient follow-up.
Results
+38%
Booking completion
-24%
Support call volume
1m 40s
Time to book
Next project
Verra Freight →