CASE STUDY

Streamlining the Patient Experience

A comprehensive digital-physical experience

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Canaray is a leader in oral radiology that leverages their proprietary software to serve patients across Canada. With expansion into the US market

Client

Canaray

Context

Framing the Problem

Canaray had a steady flow of patient referrals, however, they faced some hurdles. Patients didn't always see the value of their dentist sending them to Canaray resulting less than stellar reviews. With ambitions to expand across Ontario they needed a transformative solution

Finding the Patient Perspective

We partnered with the leadership team at Canaray to dig deep into the patient experience. Negative reviews revealed a common thread: patients didn’t understand why they were being referred to a specialist for a simple appointment. Patients felt confused at best and scammed at worst.

User Insights

Shadowing Clinics and Diving into User Flow

We defined our research phase to include a number of methods to understand the patient experience. Shadowing clinic operations and mapping the user journey we uncovered bottlenecks like paper forms and long explanations from reception staff that slowed down the workflow.

Design Process

A Ground Up Overhaul

We set out to completely overhaul the communication and clinic experience. Redesigning the email journey we broke down the process into "In Clinic" and "Radiology Report" stages, using a concierge-style tone that was both friendly and clear. In the clinic we introduced a digital workflow to eliminate paper and implemented self-service kiosks for quick QR code check-ins. This seamless integration freed up staff and sped up patient processing.

The Result

Transforming the Clinic Experience

Clearer communication set better expectations resulting in higher patient satisfaction and glowing Google reviews. The streamlined digital workflow reduced wait times enhancing the overall clinic experience. Additionally, the new model of satellite imaging facilities in existing dental clinics allowed Canaray to expand efficiently, fostering growth and innovation.