Lumen HealthHealth2024
Making a telehealth app feel human at 2am.
Most consultations start at night, with one hand and no patience for a form. We rebuilt the intake around that moment.
- Client
- Lumen Health
- Services
- Product · App
- Duration
- 13 weeks
- Year
- 2024
Overview
Lumen connects patients to clinicians out of hours. Usage peaks between 11pm and 3am, on phones, usually one-handed, often by someone who is frightened.
The old intake was a nine-screen form designed for a desk. We rebuilt the first four minutes of the experience around the state people are actually in when they open it.
- To first clinician
- 4m 10s
- Intake drop-off
- −46%
- Completed after hours
- 92%
The work
The challenge
The product worked; the entry to it did not. Almost half of night-time sessions were abandoned in the intake form, and the support queue was full of people who had given up and phoned instead — the expensive path for everyone.
What we did
We cut the intake to three questions and deferred the rest until after a clinician is assigned, so the wait does the paperwork. Everything urgent sits in the bottom third of the screen, within thumb reach.
We rebuilt the waiting state as the centre of the experience rather than dead time: named clinician, honest countdown, and a quiet way to add detail while you wait. Contrast, type size and tap targets were set against the accessibility floor, not the brand deck.
The outcome
Drop-off in intake fell by 46% and median time to a clinician settled at just over four minutes. Nine in ten after-hours sessions now complete in the app instead of diverting to the phone line.
