Defining A Patient-Centered Onboarding Experience
Industry :
Health Care
Size :
Mid Size
Timeline :
8 Weeks
A healthcare company specialized in delivering a medical treatment, recognized that their onboarding process played a decisive role in treatment success. Patients not only needed to receive the treatment, they needed to fully understand how to use it safely, effectively, and confidently.
To elevate this experience, the project aimed to go beyond surface-level fixes. It required validating the company’s Jobs to Be Done, ensuring that onboarding fulfilled its mission to guide patients fully, and conducting an Opportunity Radar study to uncover where customer experience could be uplifted even further. The project was designed to ensure that every new patient could seamlessly grasp the process, resolve doubts, and experience trust in both the treatment and the brand.
01
Reduce patient confusion and risk of treatment misuse to improve patient satisfaction and confidence.
02
Discover untapped opportunities to elevate customer experience via Opportunity Radar research.
03
Strengthen competitive positioning by setting a new industry benchmark.
04
Ensure onboarding fully addresses both company and patient Jobs to Be Done
Onboarding in healthcare is not a formality, it is a critical step in treatment adherence, patient safety, and overall outcomes. The existing onboarding left gaps: patients reported uncertainty, confusion, and questions that were not always anticipated by the business.
This had tangible impacts:
Risk of misuse or underuse of treatment.
Strain on customer service and support lines.
Lower patient satisfaction and trust.
Competitive disadvantage as rivals introduced clearer, more engaging onboarding.
If left unaddressed, these gaps could undermine both patient well-being and long-term business growth.
Human-Centered Research on Patient Needs
Jobs to Be Done Validation & Opportunity Radar Research
Benchmarking Against Competitor Best Practices
Designing Clear, Compassionate, and Compliant Communication
01
Analyze the existing onboarding process to identify friction and gaps.
02
Gather patient perspectives, questions, and needs to shape improvements.
03
Verify the company’s Jobs to Be Done to ensure onboarding aligned with patient realities.
04
Benchmark competitor onboarding to understand best practices.
05
Conduct Opportunity Radar research to uncover experience uplift areas.
06
Redesign onboarding to ensure clarity, safety, and patient trust.
07
Develop user personas and archetypes to guide long-term onboarding strategies.
Balancing medical accuracy with accessible communication
Aligning diverse stakeholders (medical, regulatory, customer support).
Managing internal resistance to feature deprioritization.
Onboarding is more than a first step; it is the foundation of trust and treatment success. By validating Jobs to Be Done, mapping opportunities for uplift, and learning from patients and competitors alike, our client set a new standard for clarity, empathy, and empowerment in healthcare.
Lasting Change & What Might Comes Next
This section defines how the internal team can carry the impact forward once our project concludes.
By embedding these methods into regular processes, the client can transform research from a one-time exercise into a continuous engine of better decisions, building stronger customer connections, and sustainable growth.
Establish recurring reviews of onboarding with Jobs to Be Done validation.
Build continuous Opportunity Radar updates into CX governance.
Embed personas into product and support team workflows.
Scale Jobs to Be Done and Opportunity Radar into other patient journeys (checkout, aftercare, long-term adherence).
Build a replicable onboarding framework for multiple treatments.
Extend competitor benchmarking to track evolving industry standards.
