Getting patients started on their fertility health journey

OVERVIEW

Frame is a fertility health startup that provides virtual care, fertility coaching, and clinical guidance to help people manage their fertility health, navigate options, and achieve their goal of having kids and building their families.

project Impact

I designed a patient onboarding experience that guides users from signing up to booking their first visit with a fertility expert, resulting in:

• 67% reduction in drop-off rate

• 86% completion rate from signup to first visit

• 2 weeks average time to first visit

Final Products

New Signup Flow

Targeted landing pages and clear calls to action drive new patient signups

We overhauled the Frame website and created customized landing pages to engage new patients. With crisp messaging on Frame’s services and values propositions, cobranded partnerships, and clearer calls to action, these improvements created more clarity, while also building trust and credibility to motivate users to continue.

New intake process

Building trust and streamlining intake for an easier and more personalized experience

Our customer research revealed that patients place the highest trust in recommendations from their doctors when seeking additional healthcare services. Calling out clinician partnerships and providing more context establishes credibility and clarifies expectations for patient care.

Additionally, we personalized the onboarding process for patients from specific channels (provider referrals, employers, direct consumer, etc.). By cutting down the intake length by 60% to only the most relevant questions, we improved completion rates and matched patients with the appropriate provider based on their individual needs.

New Patient PORTAL

Making next steps obvious through better info hierarchy, progress indicators, and mobile-friendly UX

The previous patient portal was designed for desktop. However, when we looked into product usage metrics, we discovered that over 90% of new users were going through Frame’s signup flow on mobile. This led to redesigning the portal to make it optimized for mobile and improving the information hierarchy to make next steps obvious and actionable.

By reframing the primary goal of onboarding around the first visit (rather than getting a personalized plan), it became clearer to users what to expect from Frame and the steps to get there.

research & Discovery

Problem

Fertility health care is a relatively new space and still unfamiliar to most. New patients coming to Frame are unsure where to start, what services they need, and whether or not Frame is right for them.

Many people sign up but get stuck before they can meet with a fertility healthcare provider or get the care they need.

Opportunity

The most valuable part of the Frame experience is meeting with your dedicated care team to help you assess your fertility health and determine whether you need lab tests, prescriptions, counseling, referrals to specialists, or other treatments (e.g., egg freezing, IVF, IUI, etc.). Getting to the first visit enables you to get the professional support you need for family planning.

From Frame’s perspective, collecting patient information efficiently before the first visit enables the care team to develop a unique care plan and provide personalized care.

product Goals

Our goal was to increase the number of first visits by reducing friction in the signup process. To do this, we needed a clear onboarding experience that sets expectations and is easy to complete, while enabling the Frame care team to collect enough info to provide quality patient care.

previous Signup Flow

The value of Frame is lost in vague messaging and unclear next steps

Frame’s old website did not resonate with many of our research participants. They found the content unclear in terms of what types of services Frame offered and whether or not it would meet their needs. It also didn’t help that there were large blocks of lengthy text, lack of good visuals, and responsiveness issues on mobile devices.

Product Evolution

Redesigned website, onboarding, and patient portal

Collaborating closely with our CPO, VP of Marketing, and frontend and backend engineers, I redesigned all pieces of the onboarding funnel, overhauling our content, UX/UI, and visuals to make Frame easier to understand and engaging to interact with for all Frame users.

Impact

More patients experiencing the value of frame

Improvements to the signup and onboarding flow had a big impact on drop-off and completion rates. By addressing the most painful sticking points — lack of context, unclear next steps, and a tedious intake— we were able to get more patients through to their first visit and closer to their goals of understanding their fertility health and building their families.

Positive customer reviews