User Interface: Does Interface Design Impact Patient Behavior When Making a Decision to Check-in Online?

April 5, 2022

From the beginning of building Arriv - an intelligent online check-in solution designed specifically for emergency departments -  the team has been operating under a working hypothesis. If our team continually iterates interface design on our online check-in solution based on what we’re learning, the conversion rate will continue to climb. Design, test, launch, learn, iterate. Redesign, test, launch, learn, iterate. Repeat. Product innovation has been core to Arriv’s values for years, and… it’s working. 

We’ve studied our competitors for years, noting very few changes in their patient-facing online check-in interfaces. From design style to font size to form fields to the flow of online check-in itself - little to no iterations. If Arriv’s competitors were winning in terms of conversion rates, maybe this wouldn’t be worth talking about - but they’re not. We define conversion rate as the percentage of patients who visit the online check-in and complete it. Arriv is finding increased conversion rates that can be attributed to a direct result of constant design iteration cycles. 

Many organizations and large companies don’t build innovation into their design cycle. Long approval processes, difficulty pushing past the status quo,and dedicating the necessary resources are common obstacles. Arriv’s unique product position and team structure allows continuous experimentation and deployment of successful results.

But what do we really mean? We recently launched a third version of our classic online check-in solution - designed for emergency departments. We’re focused on three major areas when determining the success of a design experiment or iteration. Let’s dive into performance on these three major goals for our team below:

1. Increase conversion: Ultimately, Arriv is designed to get more satisfied patients through the door at the facilities we partner with. When those patients who are searching online for an emergency department, they need to be presented with a frictionless digital experience while still giving them all necessary information to make their decision on where to get care.

2. Increase patient satisfaction: Patient care begins with online check-in. Providing a delightful user experience that appropriately manages their expectations is the most helpful thing you can provide to someone in their moment of need. We sent surveys to users, and although some factors remain out of Arriv’s control (i.e. experience with facility staff, care received, etc.), patient satisfaction scores are still consistently over 90%.

3. Require less time and interactions to complete online check-in: A main goal for the Arriv team is to streamline the patient experience and allow patients to commit to care as quickly as possible. From the time people begin their search for online care (often on Google maps), to when they select a time window to show up (commit through Arriv online check-in) - we aim to allow hospitals to collect the information they need and patients to only share what’s necessary. 

Overall, our team considers the third deployment of user interface design a success. A few other performance indicators to highlight:

  • Outperformed previous user interfaces in 96% of locations.
  • 13% increase in conversion rate. 
  • Required 50% fewer interactions to complete.
  • Patients took 18% less time, on average, to complete a check-in.

The only question the Arriv team is focused on at the moment: What can we accomplish with our v4 design iteration? Curious how Arriv could improve your healthcare facility check-in? Reach out below & we’ll be in touch. 

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