The challenge
The client had a working telehealth product but onboarding was its weak link. Patients had to navigate a confusing intake flow that branched across five different forms, called out to a separate identity-verification service, and finally led to a clunky video appointment booking page. Drop-off was high, and support was overwhelmed.
The product team knew the surface; what they needed was a partner to look at the whole journey end-to-end and rebuild it without disrupting live appointments.
What we did
We started with a one-week discovery: shadowing real intake calls, mapping every state and transition, and quantifying drop-off at each step from their analytics. From there:
- Re-architected intake into a single mobile-first flow that consolidated identity verification, insurance capture, and clinical questionnaire into a contextual journey. No more dead-ends.
- Rebuilt the booking layer on a typed availability service, with HIPAA-aware audit logs on every read/write of PHI.
- Moved infrastructure to a multi-region AWS deployment with Terraform-managed environments and automated DR drills.
- Instrumented every step with privacy-respecting analytics so the product team could see funnel health without exposing patient data.
Throughout, we shipped behind feature flags. The new flow rolled out to 5%, then 25%, then 100% of new patients with no measurable churn.
Outcome
The numbers tell most of the story:
- Onboarding time dropped from ~18 minutes average to ~6.5 minutes (-64%).
- Weekly booking volume grew 3.1x in the first quarter post-launch.
- Uptime stayed at 99.98% across three regions during the same period.
- Infrastructure cost per booking dropped 41% thanks to right-sized services and aggressive caching at the edge.
More importantly, the support load on intake-related tickets dropped by half. The client's product team is now extending the same patterns into their care navigation workflow.
Working with vericxglobal felt like having a senior product engineering team drop into our org for half a year. They didn't just execute — they helped reshape the way we think about onboarding.
— VP of Engineering, health-tech client