Curtis McCrady

Updated Mar 3, 2026
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Retention Charting

Fullstory logoFullstoryNovember 2021

Problem Summary

Despite offering mobile check-in for 2 years, only 12% of patients used it. The flow required creating an account, verifying insurance, updating medical history, and e-signing consent forms - all before the appointment. Most patients gave up and used paper forms instead, creating data entry work for staff and slowing down the entire clinic.

Opportunity

How might we make mobile check-in easier than filling out paper forms?

Solutions

Solution Image 1
Redesigned action nodes to include aggregate run data and object creation (e.g. conversations) data. Improved the run history to be filterable by each specific action.
Solution Image 2
Updated the ouput of individual runs to be consice and account for every possible edge case so users are not left in the dark about what happened and why.