- Patients received fragmented reminders and support teams had no shared view of follow-up status.
- The existing experience worked poorly on mobile, where most patients were actually engaging.
Patient engagement experience2024
Meridian Health Hub
Meridian needed a calmer digital experience that reduced missed appointments and made care coordination easier for both patients and staff.
32%drop in missed appointments
58%faster patient response times
4.8/5average satisfaction score
- Mapped the care journey end to end and rebuilt the most important moments first.
- Added appointment reminders, messaging, and triage pathways in a single branded experience.
- Gave internal teams live dashboards for outreach, waitlists, and scheduling exceptions.
- Service design and experience mapping
- Patient portal and mobile UX
- API integration with scheduling systems
- Operational dashboards for staff
"The new platform finally feels like one conversation instead of five disconnected systems."
Maya ChenChief Product Officer, Meridian Health