Goal
Phase 1: Project Objective
At the outset of this healthcare initiative, the primary goal was to streamline the patient intake process, reducing administrative overhead while increasing patient satisfaction through a redesigned digital-first entry point.
Research
Phase 2: Ethnographic Discovery
Conducted immersive field research across three clinics, engaging in 15+ deep-dive interviews with frontline staff and observational shadowing. This surfaced critical friction points in the handover between digital registration and physical arrival.
Frameworks
Phase 3: Service Blueprinting
Mapping the end-to-end journey enabled us to identify the 'invisible' back-of-house processes causing front-of-house delays. We co-created a future-state blueprint that aligned nursing staff, IT, and administrative teams toward a unified patient flow.
Insights
Phase 4: Key Insights
The 'arrival anxiety' peak often occurs 10 minutes prior to physical entry, where digital confirmation of documentation is most critical.
Fragmented data entry systems require staff to duplicate patient information across three different software platforms, causing 40% of delays.
Result
Phase 5: Outcome & Impact
35%
Wait Time Reduction
88%
Satisfaction Score
12m
Avg Intake Speed
3 of 5