Case Study: Intermountain Health boosts new patient scheduling with UserTesting

Intermountain Health boosts new patient scheduling by 39.6% with UserTesting

Intermountain Health, a not-for-profit healthcare system, faced the challenge of improving its digital patient experience, particularly for online scheduling. The healthcare industry often lags in digital offerings, and research showed consumers would switch providers for a better experience. Intermountain recognized that an increasing number of patients expected to schedule appointments online and identified this as a critical feature in their portal. They partnered with UserTesting to gain the human insight needed to understand why patients abandoned the scheduling process for new providers.

Using UserTesting, Intermountain created and iterated on prototypes through rapid usability testing before building the final product. This process allowed them to redesign their scheduling workflow to show key provider information like availability and ratings upfront, eliminating unnecessary clicks. The solution led to a 39.6% increase in new patient scheduling completion rates and contributed to an 87% year-over-year growth in all online scheduling. UserTesting also saved significant development time and cost by identifying improvements early in the prototyping phase.

Intermountain Health