Lumen Health

A care platform redesign that cut a fourteen-step intake to four.

Product

Brief

Patients were abandoning the intake form halfway through, and nurses were re-typing what they had already told the app.

Ask one question at a time, move the paperwork behind the appointment, and show nurses exactly what patients see.

Twenty-four weeks of research in clinics, with a nurse on the design team every week.

Forty-three clinics went live in the first quarter, one region at a time.

Nurses stopped asking patients to fill in the same form three times. The waiting-room tablets were the first thing staff asked to keep.