Case Studies
Real organizations, real challenges, real solutions.
Case Study
Harborline Community Clinics
The Challenge
Harborline operates 12 community health centers across an urban region, serving patients from diverse backgrounds with varying language preferences and digital literacy levels. Their legacy intake process relied on paper forms and manual scheduling, creating bottlenecks and errors. Patients frequently missed appointments or provided incomplete information, and clinic staff spent hours reconciling data and calling patients back for missing details.
Our Approach
We redesigned the digital intake process from the ground up, making it accessible in 5 languages, mobile-friendly, and intuitive for people with varying health literacy. We integrated appointment scheduling with eligibility checking, and built adaptive workflows that asked only relevant questions. Real care staff participated in design and testing throughout.
Key Deliverables
- Fully accessible, multilingual digital intake portal
- Real-time appointment availability integration
- Automated eligibility checking against insurance databases
- SMS and email confirmation and reminder system
- Staff dashboard for intake review and patient follow-up
- Comprehensive training for clinic teams
- WCAG AA accessibility audit and validation
Outcomes
↑ 78%
Intake completion rate
From 45% to 78% in first 6 months
↓ 60%
Follow-up calls needed
Fewer incomplete forms and missing info
+12h/week
Staff time saved
Per clinic location, redirected to patient care
"The new intake system has transformed how our patients experience our clinics. It's accessible, respectful of their time, and actually works on their phones. And our staff love not having to manually reconcile paper and digital data anymore." — Director of Operations, Harborline Community Clinics
Case Study
Northstar Benefits Collaborative
The Challenge
Northstar manages benefits for 200,000+ members across three distinct systems: eligibility, care navigation, and case management. Member data was scattered, workflows were manual, and care teams had no unified view of each member's journey. Members were getting inconsistent advice, redundant outreach, and slow service. Member satisfaction scores were declining.
Our Approach
We designed an interoperable data platform that unified member records across systems, built secure workflow automation to coordinate care teams, and created a member-facing portal with a clear view of their benefits, care plan, and next steps. All systems stayed secure and audit-compliant throughout.
Key Deliverables
- Unified member data platform with identity resolution
- Real-time eligibility determination across systems
- Care navigation and case management workflow orchestration
- Secure, HIPAA-compliant member portal
- Automated member outreach and engagement tracking
- Analytics dashboard for operations and quality teams
- Staff training and change management
Outcomes
↓ 35%
Duplicate case assignments
Unified member view eliminated redundant work
↑ 24h
Faster response time
From 48h to 24h average for member requests
+15pts
Member satisfaction increase
First improvement in 3 years
"We finally have a single source of truth for member data. Our care teams can see the complete picture, members get coordinated, respectful service, and our operations team can actually see what's working." — VP of Care Coordination, Northstar Benefits Collaborative
Case Study
Willowbridge Home Health Network
The Challenge
Willowbridge provides home health services to 8,000+ patients across a 5-state region. Clinical teams work in the field with varying device connectivity. Family members want to stay informed about care progress. Communication between clinicians, patients, and families happens via phone calls and text messages with no record-keeping or coordination. Care transitions are error-prone.
Our Approach
We built a clinician-facing platform that works offline-first and syncs when connectivity is available. A separate family portal lets patients and loved ones see visit status, care goals, and medication information. Accessible, simple, and designed for people of all digital confidence levels.
Key Deliverables
- Offline-capable clinician mobile app with real-time syncing
- Family-facing care portal with simple, accessible design
- Automated visit scheduling and reminder system
- Medication management and refill coordination
- Secure messaging between clinicians, patients, and families
- Clinical documentation with voice-to-text support
- Real-time alert system for care escalation
Outcomes
↓ 22%
Missed visits
Better reminders and coordination
+45min
Clinician time per shift
Redirected from admin to patient care
↑ 68%
Family engagement rate
More families using portal regularly
"Our clinicians love the app—it actually fits their workflow instead of fighting it. And families finally feel included in care instead of stuck on the sidelines. This is what good digital health looks like." — Clinical Director, Willowbridge Home Health Network
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