Case Study: Intermountain Health improves patient scheduling with UserTesting

Intermountain Health’s drive to improve their online experiences–which led to a 39.6% increase in new patient scheduling

Intermountain Health used web analytics, in-app surveys, monthly surveys, app store reviews, and UserTesting usability testing to understand why patients were abandoning its appointment scheduling flow for new providers. The team found that choosing a new doctor involved more complex decisions, and the old process made it too hard to quickly compare availability, location, and provider quality.

With UserTesting, Intermountain Health ran three rapid usability tests on prototype redesigns that surfaced provider availability, ratings, and addresses earlier in the flow. The tests showed patients could still complete scheduling easily, giving the team confidence to move forward with the new design; the three weeks of prototype testing also avoided several months of iteration and significantly reduced engineering cost.

Intermountain Health

Tucker Christiansen

Director of Product Management