Lumen Clinic
Lumen Health
Patient onboarding and appointment flows that reduce anxiety—clear language, gentle pacing, trustworthy UI.
- Role
- Product Designer
- Year
- 2024
- Timeline
- 12 weeks
- Team
- 1 designer · 1 clinician advisor · 2 engineers
- Focus
- Healthcare · Product · Mobile
- Tools
- Figma · UserTesting · Whimsical
01 — Overview
Context
Lumen Clinic needed digital intake and scheduling that felt humane. Patients were abandoning forms and missing appointments after confusing confirmation emails.
02 — Problem
The challenge
Intake forms felt cold and long; medical jargon and multi-page sprawl raised anxiety. Missed appointments were climbing.
02 — Goals
What success looked like
- Raise intake completion before the first visit
- Make appointment confirmation unmistakable
- Keep clinical accuracy while simplifying language
03 — Research
How we learned
Shadowed front-desk staff, interviewed six patients, and reviewed drop-off analytics on the existing form stack.
Insight 01
Anxiety peaks at unknown length
People quit when they couldn’t see how much was left or why a question was asked.
Insight 02
Jargon equals distrust
Clinical terms without plain-language twins made patients feel talked down to—or unsafe guessing.
Insight 03
Confirmation was invisible
Success states looked like marketing pages; patients weren’t sure they were booked.
04 — Process
Approach
01
Discover
Mapped the intake journey from invite SMS through clinic day.
02
Define
Chunked questions into purpose-led sections with progress and rationale.
03
Design
Calm visual system, plain-language microcopy, and clear booked states.
04
Validate
Usability tests with patients 45+; adjusted pacing and help entry points.
05 — Solution
What we designed
Progressive intake with visible progress, plain-language labels paired with clinical precision, and a confirmation experience that feels like a receipt—not a brochure.
- 01Sectioned intake with “why we ask” helpers
- 02Save-and-resume for longer medical histories
- 03Booked state with time, place, prep, and add-to-calendar
Visuals
06 — Results
Impact
Progressive disclosure and friendly microcopy improved completion and reduced support tickets in the clinic’s pilot cohort.
- +36%
- Intake completion
- −22%
- Missed appointments (pilot)
- −31%
- Intake-related support tickets
07 — Reflection
What I’d carry forward
In healthcare UX, clarity is care. Every unexplained field taxes trust—explain or remove it.