$2.4M additional pipeline in 90 days through a rebuilt patient acquisition platform
74% intake form abandonment rate bottlenecking patient acquisition across 12 clinic locations.
- $2.4M
- Additional Pipeline
- 56%
- Abandonment Reduction
- 340%
- Completed Intake Lift
- 96
- Lighthouse Score
across 12 locations in 90 days
74% → 18% drop-off rate
vs. pre-engagement baseline
mobile and desktop
01 — Business Challenge
The problem
Solace was running patient acquisition through a legacy intake form with a 74% abandonment rate. The form had no mobile optimization, no progressive disclosure, and required full insurance information before confirming appointment availability — a fundamental UX and architecture failure.
74% intake abandonment
Patients were asked for complete insurance details before seeing available appointment slots — the highest-friction possible flow order.
No real-time availability
Availability was updated manually every 4 hours. Patients were booking time slots that were already filled, creating double-bookings and staff overhead.
Fragmented location data
12 clinic locations operated on separate spreadsheets with no unified scheduling view. Central ops had no pipeline visibility.
No mobile optimization
63% of traffic came from mobile. The existing form was desktop-only and required horizontal scrolling on phones.
02 — Technical Constraints
Constraints we engineered around
HIPAA compliance required
All patient data handling required HIPAA-compliant infrastructure — encryption at rest, audit logging, and BAA agreements with all service providers.
EHR integration complexity
Three legacy EHR systems across 12 locations with no shared API standard. Read-only availability sync was the maximum feasible integration.
Twilio regulatory requirements
SMS appointment reminders required 10DLC registration, campaign vetting, and opt-in consent architecture per TCPA compliance.
03 — Solution Architecture
What we built
Next.js App Router platform with HIPAA-compliant Postgres backend, real-time availability API, and a multi-step intake experience rebuilt around patient decision logic — not admin convenience.
Multi-Step Intake State Machine
Form flow rebuilt as a 4-step state machine: location → availability → personal info → insurance. Availability shown first to anchor commitment before requesting data.
Real-Time Availability Engine
Postgres-backed availability API with 2-minute cache invalidation. Slot holds placed on selection to prevent double-booking during form completion.
HIPAA-Compliant Data Layer
All PHI stored in encrypted Postgres with row-level security. Audit log on every read/write. BAA executed with Supabase and all downstream services.
Automated Communication System
Twilio 10DLC SMS for appointment reminders, Resend for confirmation emails. Opt-in consent captured at intake with legal timestamp.
04 — Conversion Engineering
How we moved the numbers
The primary intervention was reordering the intake flow from data-first to availability-first — showing patients what they want (an appointment time) before asking for what we need (their information).
| Metric | Before | After | Change |
|---|---|---|---|
| Form abandonment rate | 74% | 18% | 4.1× improvement |
| Mobile completion rate | 12% | 61% | 5× lift |
| Time to completed intake | 8.4 min | 2.1 min | 4× faster |
| Double-booking incidents | 34/wk | 0 | Eliminated |
05 — Performance Improvements
Technical performance delta
| Metric | Before | After |
|---|---|---|
| Form Abandonment | 74% | 18% |
| Mobile Completion | 12% | 61% |
| Lighthouse Score | 44 | 96 |
| Intake Duration | 8.4 min | 2.1 min |
06 — Results
Commercial outcomes
Results
Intake system now a growth asset — not an abandonment machine.
- $2.4M
- Additional Pipeline
- 56%
- Abandonment Reduction
- 340%
- Completed Intake Lift
- 96
- Lighthouse Score
across 12 locations in 90 days
74% → 18% drop-off rate
vs. pre-engagement baseline
mobile and desktop
Services used in this engagement
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