Clinic intake, rebuilt

A patient form that people finish on a phone.

Two phone screens of a step by step patient intake form with a red next button

The problem

Four in ten patients quit the intake form on the phone, usually halfway down a single long page.

Client

Ovelle Health

Year

2024

Role

Product designer

Team

1 PM, 3 engineers, 2 nurses as advisers

Timeline

8 weeks

Discipline

Health · iOS and web

Context and constraints

Ovelle runs six clinics. New patients fill in an intake form before the first visit, and every incomplete form meant a phone call from a nurse.

Most patients opened the link on a phone, between other things.

Process

Session recordings showed people stopping halfway down the page, scrolling back up and giving up. Two nurses told me which questions they actually use, and it was fewer than half.

Medical questions set by clinical staff
Must work with one thumb on a small phone
Existing patient record system, no new fields

Before and after of the intake flow: one long form versus four short steps

Decisions

One question per screen

Four short steps, each with one clear question. The keyboard opens automatically and the button stays above it.

Cut what nurses never read

We removed nine questions after checking them with the nurses. Anything left has a reason that is written under the field.

Confirm your visit screen with a summary and reminder options

Outcome

Abandoned forms fell by 41 percent and the average time to finish dropped from 3.2 to 1.9 minutes. Demo numbers, invented for this template.

−41%

abandoned forms

3.2 → 1.9

minutes to finish

+22 pts

completion rate

Outcome numbers are made up for this demo.

Wireframe of a three step card checkout with an order summary and one red pay button

Fintech · Web app

Next case 01

Checkout in three steps

−34%checkout drop-off