Patient onboarding rebuilt around one clear question

The problem

Arca Health came to us with a process that worked when the company was a third of its current size and had quietly stopped scaling. The people doing the work had built their own workarounds, and none of them talked to each other.

What we did

We spent the first fortnight watching the job being done rather than writing requirements, then designed around what we saw. The build ran in two-week cycles with a working environment from day one.

• Service design
• React Native app
• Accessibility audit

Where it landed

The numbers below are measured against the six months before launch. More to the point, the workarounds are gone.