Our work

Real impact for health organizations

We measure success by the people our work serves—reduced confusion, improved access, and better health experiences. Here are three examples of how we've helped organizations transform their digital health platforms.

Regional Provider Network

Harborline Medical Group

Simplified digital appointment and pre-visit preparation

34%

reduction in task abandonment

The Challenge

Harborline Medical Group, a 12-clinic regional provider network, faced a growing problem: patients were arriving at appointments unprepared, missing required forms, or abandoning the pre-visit process entirely. Their existing patient portal required 23 separate steps to complete intake, used medical jargon throughout, and was not optimized for mobile devices. Call center data showed that 40% of pre-appointment calls were related to portal confusion or form completion issues.

Our Approach

We conducted user research with 45 patients across varying ages, tech comfort levels, and health literacy. We redesigned the entire pre-visit journey, reducing steps from 23 to 8, rewriting all content in plain language (6th-grade reading level), and creating a mobile-first responsive design. We implemented progressive disclosure—showing only what patients needed at each step—and added clear visual progress indicators. We also designed a "preparation checklist" that patients could reference before their visit.

Measurable Outcomes

34% reduction in pre-visit task abandonment
28% improvement in patient readiness scores
22% decrease in pre-appointment call center volume
41% increase in mobile portal completion rates
Patient satisfaction scores for digital intake improved from 3.2 to 4.6 out of 5

Services: Health Journey Modernization Accessible Platform Design

County Public Health Organization

Northstar Community Health Collaborative

Improved multilingual access to county health and benefit resources

156%

increase in resource directory usage

The Challenge

Northstar Community Health Collaborative serves a diverse county population with significant Spanish, Vietnamese, and Somali-speaking communities. Their resource directory was available only in English, used complex navigation that required users to understand county government structure, and provided no guidance on eligibility or next steps. Community health workers reported that residents spent hours trying to find basic information about benefits, clinics, and services.

Our Approach

We partnered with community health workers and bilingual community members to redesign the resource directory. We created a plain-language search interface available in five languages, with culturally appropriate content reviewed by native speakers. We designed guided pathways for common needs (finding a clinic, applying for benefits, accessing mental health services) that ask simple questions and surface relevant resources. We also created printable resource guides and trained community health workers on using the new tools.

Measurable Outcomes

Resource directory usage increased by 156% across all language versions
Average time to find relevant resources decreased from 18 minutes to 4 minutes
Community health worker efficiency improved—each worker now serves 30% more clients
92% of users in post-use surveys rated the tool as "easy" or "very easy" to use
Spanish-language version saw 203% increase in usage within first quarter

Services: Accessible Platform Design Inclusive Service Design

Regional Health Insurer

Kindwell Health Plan

Redesigned member care-navigation and benefits explanations

67%

increase in member portal engagement

The Challenge

Kindwell Health Plan, serving 180,000 members, struggled with low engagement in their member portal and high call center volume related to benefits confusion. Members reported that benefit explanations were difficult to understand, care-navigation tools required too many clicks, and the portal did not help them make informed decisions about their care. Annual member satisfaction surveys consistently ranked "understanding my benefits" and "finding the right care" as top pain points.

Our Approach

We conducted extensive research with 60 members, including people with chronic conditions, new parents, and members navigating complex care needs. We redesigned the benefits explanation system using plain language, visual comparisons, and personalized cost estimates. We created a care-navigation tool that guides members through questions about their needs and surfaces appropriate providers and services. We also implemented a "benefits simulator" that helps members understand out-of-pocket costs before scheduling care.

Measurable Outcomes

Member portal engagement increased by 67% year-over-year
Benefits-related call center volume decreased by 31%
78% of members who used the care-navigation tool reported feeling "more confident" about their care decisions
Member satisfaction with "understanding my benefits" improved from 2.8 to 4.3 out of 5
Average time to find in-network provider decreased from 12 minutes to 3 minutes

Services: Health Journey Modernization Interoperability Experience Layer

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