Onboarding that patients actually finish.

A calmer intake flow, plain language and smart defaults turned a 14 step form into four friendly screens.

Client

Lumen Health

Sector

Healthcare

Platform

Web + iOS

Timeline

8 weeks

Services

Research, Content design, UI design, Design system

Lumen Health care app case study by Kaarya

-64%

onboarding drop off

4.8

App Store rating

They took the time to understand our patients, not just our screens, and turned that into a calmer product.

Priya S., COO

The challenge

Lumen's intake form asked fourteen questions before a patient could book a first visit. Most people filled it in on a phone, often late at night and a little anxious. Many gave up halfway.

What we did

We rewrote every question in plain language and removed anything the care team could ask later. Fourteen steps became four friendly screens with visible progress, saved answers and short help text exactly where people used to get stuck.

The new flow was built on a small design system, so the web app and the iOS app finally look and behave the same.

The result

Drop off during onboarding fell by almost two thirds, and the rating climbed to 4.8 as reviews started mentioning how easy it was to get started.

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