At CareHive, patient onboarding was fragmented, confusing, and heavily manual. Patients typically scheduled home visits via phone, providing only basic contact details. They received little communication until hours before the appointment, at which point the Patient Experience (PX) team scrambled to collect critical information:
This created significant friction for patients, put an unnecessary burden on PX team members, and delayed providers’ ability to deliver care efficiently.
Our goal was clear: create a seamless, digital-first onboarding experience that reduced manual effort, ensured all required information was collected ahead of time, and improved patient confidence and satisfaction.
As the Lead UX Designer I led requirement gathering, cross-functional alignment, user research, wireframing, prototyping, usability testing, and final UI design.
The old onboarding process was incomplete and confusing. Key gaps included:
Missing information: Insurance details, gender identity, ID verification, and notification preferences were often skipped as collected later through manual calls.
Legal document signatures: These were gathered manually, requiring PX team intervention and creating delays in care.
Patient confusion: The lack of clear instructions and fragmented steps led to frustration and drop-offs.
As a result, the PX team spent hours chasing paperwork instead of focusing on higher-value patient interactions. Providers often lacked critical data at the start of care, affecting efficiency and the patient experience.