Enhancing oral radiology patient experience
Canaray is a leader in oral radiology that leverages their proprietary software to serve patients across Canada and the United States.
Status
Released
CLIENT
Canaray
Services
Design Consulting, Strategy, UX/UI
Despite dentists across Canada preferring to send patients to Canaray specialists, their patients didn't always share the same enthusiasm, leading to less-than-stellar reviews. With ambitions to expand across Ontario, they needed a transformative solution.
Uncovering Insights
At Swave Studios, we partnered with the leadership team at Canaray to dig deep into the patient experience. Negative reviews revealed a common thread: patients didn’t understand the two-step process of imaging followed by a radiologist’s report, leading to feelings of confusion and mistrust. Our team shadowed a clinic to observe firsthand, uncovering bottlenecks like paper forms and long explanations from reception staff that slowed down the workflow. We created user journey maps and flow diagrams to help guide our diagnosis.
Overhauling Patient Communication
I led the design team at Swave Studios to completely overhaul the communication and clinic experience. By redesigning the email journey, we broke down the process into "In Clinic" and "Radiology Report" stages, using a concierge-style tone that was both friendly and clear. In the clinic, we introduced a digital workflow to eliminate paper and implemented self-service kiosks for quick QR code check-ins. This seamless integration freed up staff and sped up patient processing.
Transformative Results
The impact was immediate and profound. Clearer communication set better expectations, resulting in higher patient satisfaction and glowing Google reviews. The streamlined digital workflow reduced wait times, enhancing the overall clinic experience. Additionally, the new model of satellite imaging facilities in existing dental clinics allowed Canaray to expand efficiently, fostering growth and innovation.
