Results at a glance
+31%
completed intakes before arrival
Measured against the baseline agreed at kickoff.
AA
WCAG 2.2 conformance
Measured against the baseline agreed at kickoff.
7
languages at launch
Measured against the baseline agreed at kickoff.
01
The challenge
Lumen’s paper-to-PDF intake process was failing the people who needed it most. Forms were long, inaccessible on phones, and patients often arrived with nothing completed.
02
Our approach
We broke intake into short, plain-language steps that save progress automatically. Every screen was tested with screen readers, large text settings and translated copy before it went near production.
03
The outcome
Completed intakes before arrival rose by nearly a third in the first two months, and front-desk staff reported fewer delays at check-in across all participating clinics.
They tested with real patients every two weeks. We stopped arguing about opinions and started looking at evidence.
Grace Whitfield
Director of Digital, Lumen Health
