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Real outcomes from real care organizations

See how health organizations transformed their digital services to better serve their communities.

Harbor County Care Network

Patient Experience

The challenge

Harbor County Care Network managed referrals and appointments across four community clinics, but fragmented systems meant patients received conflicting instructions, and clinic staff spent hours reconciling duplicate paperwork. Patients were confused about what to bring and what to expect, leading to missed appointments and avoidable support calls.

How we worked

We conducted detailed discovery with patients and staff at each clinic, mapped current workflows, and designed a unified patient portal that simplified the entire referral-to-appointment experience. We created consistent preparation checklists, clear next-step communication, and integrated scheduling across all four clinics.

What changed

  • • 34% reduction in patient support calls
  • • Clearer patient instructions across all clinics
  • • Unified patient identity across the network
  • • Shared service blueprint for future growth
"Before, we'd spend hours on the phone helping patients understand what to bring. Now the portal does that work for us, and patients actually read it because it's written in language they understand."

— Clinic Operations Manager

What the team learned

Simple, task-focused interfaces work better than feature-rich dashboards. When patients had one clear thing to do—bring these documents, arrive at this time—they followed through. Adding optional features only confused people. We also learned that consistency across touchpoints matters more than perfection at any single one.

Northstar Women's Health Collaborative

Accessibility & Content

The challenge

Northstar Women's Health Collaborative served a diverse community with 40% of patients having limited English proficiency. Their existing online resource library was dense, desktop-focused, and written in medical jargon. Many patients couldn't find information about available services, and the website had numerous accessibility issues that prevented screen reader users from navigating effectively.

How we worked

We conducted interviews with patients and clinicians in multiple languages, evaluated the site against WCAG standards, and rebuilt the information architecture from scratch. We created a multilingual screening pathway that helped patients self-identify eligible services, and restructured all content into plain language with professional medical review.

What changed

  • • WCAG 2.1 AA compliance across all pages
  • • Accessible Spanish, Vietnamese, and Mandarin versions
  • • Mobile traffic increased 67% after mobile-first redesign
  • • Better content governance with plain-language guidelines
"I can finally use the website on my phone without getting lost. The information is written so I understand it. I feel like the health center actually built this for people like me."

— Patient feedback

What the team learned

Accessibility improvements often benefit everyone, not just people with disabilities. Plain language made the site faster to load and easier to understand. Mobile-first design reduced cognitive load. When we built for people with the most barriers, we built something better for everyone.

CivicBridge Behavioral Services

Workflow Optimization

The challenge

CivicBridge Behavioral Services managed intake, consent, and follow-up workflows across a regional network serving diverse populations including unhoused individuals and those with complex medical histories. Paper and spreadsheet-based systems created duplicate data entry, staff spent time managing consent across multiple systems, and handoffs between teams were inconsistent.

How we worked

We mapped current intake and consent processes, identified bottlenecks, and designed a single intake form that worked across all intake scenarios while properly sequencing consent conversations. We integrated follow-up reminders, created team dashboards focused on actionable information, and built audit trails for compliance reporting.

What changed

  • • 40% reduction in intake time per patient
  • • Eliminated duplicate intake effort across teams
  • • Consistent consent workflows across all intakes
  • • Automatic follow-up tracking improved continuity
"We're no longer spending our energy on paperwork. We can actually focus on building relationships with people we serve."

— Clinical Director

What the team learned

Technology is most valuable when it eliminates work rather than just documenting it. The best changes felt invisible to staff because they removed friction, not because they added features. Involving frontline staff in design didn't just improve usability—it built buy-in that made implementation smoother.