Aurora Health
An AI-powered patient experience platform that replaced a fragmented, form-heavy portal with a calm, conversational front door to care.
Challenge
Aurora Health's booking portal was built years earlier as a series of long, disconnected forms. Patients were abandoning appointment bookings before completion, and the support line was overwhelmed with calls asking questions the portal should have answered on its own. Every missed booking was, in effect, a patient not getting care on time.
Approach
We started by mapping the entire patient journey end to end — not just the booking form, but everything from the first search result that brought someone to the site through to the confirmation and reminder flow. That mapping surfaced dozens of small points of friction that individually seemed minor but compounded into major drop-off. From there, we designed an AI concierge intended to handle scheduling, intake and follow-up questions in plain language, removing the need for patients to interpret clinical form fields on their own.
Solution
The final product combined a redesigned booking experience with a conversational AI layer and a simplified visual system built around clarity over density. Booking was reduced from a seven-step form to three plain-language steps, with the AI concierge handling clarifying questions inline instead of routing patients to a help page or a phone queue.
Business Impact
The result was measurable across every stage of the funnel Aurora Health cared about most: fewer abandoned bookings, a shorter support queue, and a support experience patients described as actually helpful rather than another hoop to jump through.