Industry
Healthcare
Client
Livara Health
Project Type
Application Design
Optimizing Patient Onboarding
Challenge & Approach
Livara Health had built a comprehensive platform for delivering hybrid physical therapy to chronic pain patients, but their onboarding experience was a conversion bottleneck. Complex medical intake requirements were causing substantial user drop-off. I was tasked with redesigning account creation, activation, and medical intake while ensuring regulatory compliance and data completeness. The original flow spanned 24 steps across three disconnected sections, creating a winding, uncertain experience filled with dense medical terminology and core usability issues. I led cross-functional workshops with medical staff to audit and reorganize every question, establishing three design pillars to guide our refinement: engage users early by demonstrating care for pain reduction, be explicit about what's needed and why, and accelerate the path to coach interaction where the real therapeutic relationship begins.
System Design & Experience Architecture
Through iterative wireframing and stakeholder collaboration, I collapsed the fragmented journey into a streamlined flow that collected required medical data without overwhelming users. I established a new design system focused on accessibility and mobile-first usability, recognizing that many chronic pain patients would access the platform from their phones during moments of acute discomfort. Building for mobile web first enabled rapid iteration on copy and interaction patterns during development. We could test language clarity and question sequencing in production without waiting for native app deployment cycles. The refined experience maintained all necessary data collection while fundamentally restructuring how and when we asked for information, using progressive disclosure and contextual explanations to reduce cognitive load at each step.
Outcomes & Impact
The redesigned onboarding delivered immediate, measurable improvements: a 25% increase in sign-up conversions and a 7-minute reduction in average completion time, directly translating to more patients accessing care for chronic pain. Beyond the metrics, the design system and component library I created became the foundation for the broader application redesign. The team leveraged these patterns to rapidly develop core features including Health Plans, Chat, Content Library, and Questionnaires, effectively scaling the design language across the entire platform. By solving onboarding, we didn't just fix a conversion funnel; we established the design principles and interaction patterns that elevated the entire product experience and accelerated subsequent feature development.
