In-Clinic Checkout Optimization
Creating a seamless checkout experience before patients leave the clinic
Year
2024
Type of Project
Client Work
My Role
Case Study
Objective
The checkout experience varied significantly across clinics, often relying on individual staff habits rather than standardized workflows. While patients reported overall satisfaction, our research uncovered inconsistencies and hidden inefficiencies that impacted both staff operations and patient outcomes.
To improve continuity of care, we set out to design a standardized and user-friendly checkout process that enables patients—especially Medicaid recipients—to schedule follow-up appointments before leaving the clinic.
Process
We used a mixed-method research process:
Journey Mapping Workshops with clinic staff
On-site Observations of real-time checkouts
Patient Interviews, focusing on Medicaid enrollees
These methods helped us identify critical gaps in handoffs, scheduling logic, and communication workflows—especially those that impacted vulnerable populations.
👤 Key Persona: Jake
Demographic: 25, Hispanic male, gig worker in Norfolk
Coverage: Medicaid
Behavior: Not highly engaged in healthcare, moves often, has lapses in coverage
Needs: Clear next steps, reduced confusion, minimal friction
Jake represents a sizable portion of the young-adult Medicaid population who often fall through the cracks when continuity of care depends on proactive follow-ups.
Key Findings
✅ What’s Working
MyChart and eCheck-In helped some patients feel informed and prepared.
Front desk and checkout staff often went above and beyond to assist.
❌ What Needs Fixing
No consistent protocol to ensure follow-up appointments are offered or scheduled.
Staff rely heavily on memory or post-it notes.
System limitations require manual workarounds, creating room for error.
Outcome
Even when patient-facing processes seem fine, service design can uncover unseen gaps that create real impact, especially for underserved populations. This project emphasized the importance of designing not just for satisfaction, but for long-term care continuity.
Results & Impact
Research findings were validated and agreed upon by stakeholders across clinic staff and operations
Opportunity Deck was escalated to the business team and senior leadership, moving the conversation from observation to organizational action
Identified automation opportunities to support front desk staff and reduce reliance on manual workarounds
Sparked broader discussions around Medicaid member support and re-engagement at a systemic level
Deliverables
Future-State Journey Map
Opportunity Deck
