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Thriveworks

More clients showing up, better billing, happier clinicians.

• Increased first-session show rate 30%
• Decreased client cancels by 8%
• Decreased insurance billing issues 20%
• Reduced clinician churn by 21%

A deep-dive case-study on the clinician, client, and call center agent work I led at Thriveworks. Lack of clinician availability was blocking the company from growing, so how might we go about solving this large issue?

What I did: UX research, UX writing, data analysis, visual design, prototyping, usability testing, product strategy, service design and more.

Case study    Prototype