Scheduling heart surgery should not feel like heart surgery
Allina Health came to my team with a clarity issue. They were losing money on rescheduled heart procedures with ~40% being rescheduled. At the same time, patients weren't getting the healthcare they needed when they needed it, felt lost in the scheduling process, and were losing faith in their local health system.
We partnered with Allina's digital experience team to ideate a better way. What we discovered was a massive gap in the patient journey from scheduling an appointment to going home.
Patients were expected to remember everything their cardiologist told them, and to parse through a several hundred page binder to figure out what to do/avoid before their procedure. Forgetting even one step would result in a rescheduled procedure.
An obvious first step was to transition the process to a smarter, digital solution. A few key features later and we had the Take Heart app.
A conversational approach
We started with an on-boarding flow designed to feel like a conversation. From there, we made sure the core feature of the app, the interactive care plan, felt useful, usable and trustworthy.
Starting with a single procedure and launching to a limited population
We even made it onto the local news