Implemented strategic service design changes at a physical therapy clinic that increased patient success rates by 70%, while saving the clinic 92 hours of task time per year.

Led end-to-end service design process and business strategy for a physical therapy clinic with multiple locations and multiple teams to reduce wasted business time and increase revenue

My Role, Design Process & Impact

My role: Senior UX Researcher at a physical therapy clinic

Led UX research and service design at the practice by conducting several discovery interviews with patients, practitioners, and healthcare admin, leading to improvements in healthcare processes and platforms used by the practice.

Key Deliverables:

Service Design Blueprint

User Persona

Design Process: Enhancing flow by optimizing daily tasks for staff

Overhauling and improving daily tasks such as scheduling, patient review process, and paperwork across 6 clinic teams and 25 healthcare professionals

Impact:

improvements in healthcare processes and platforms used by the practice and increasing patient success rates by 70%, while saving the clinic 92 hours of task time per year.

Creating a service design blueprint to identify snags in daily operations

  • Created a systems onboarding process that reduced task times by 92 hours per year, reducing clinic operations costs.

  • Conducted over 50+ patient discovery interviews, in order to provide higher quality care and experience, leading to 70% patient graduation rate and 20% increase in insurance reimbursement.

Created a staff user persona to identify needs that would improve their work environment

The highest desires for an easier workflow were

  • Streamlined documentation

  • Using one platform instead of multiple for work processes

After six months, measuring KPIs helped assess the impact of initiatives and guide data-driven decision-making.

Optimizing A Single Platform Saved 92 Hours of Task Time and Reduced Business Costs

  • Two separate platforms were being used to handle scheduling.

  • I optimized one platform for their scheduling process, reducing confusion, time spent tracking both schedules, and fixing mistakes when things didn’t go as planned.

  • Allowed the clinic to stop using the second platform and eliminate business costs associated with it.

A Text Based Patient Check-In Service Increased Patient Success Rate by 70%

  • Remote therapeutic monitoring was implemented to increase patient engagement with their home exercise plans.

  • Leading to increased patient compliance.

  • More patients reaching their goals for discharge.