Bask Health required new patients to download a separate app to upload ID, producing only 40% completion and wasted development cost. Healthcare experiences cart abandonment similar to ecommerce, resulting in unbooked visits, lost revenue and patients who may go untreated. Small, targeted interventions can raise conversion significantly without full redesigns. Effective tactics include adding a "HIPAA Secure" badge, a one-line privacy promise, plain-English copy, clear spacing, sparse icons and a human tone. Escalating to live chat before users leave is another tactic. These changes produced a 15% increase in visit completion.
At Bask Health, we once forced every new patient to download a separate app just to upload their ID. Only 40% of them made it through. Six weeks of development, thousands of dollars spent, and we called it a funnel. That one decision cost us more patients than any Facebook ad ever brought in. Turns out, healthcare has a cart abandonment problem, just like ecommerce. But instead of a forgotten pair of sneakers, it's unbooked visits, lost revenue and patients who still need help.
The irony? Most platforms are a few micro-fixes away from major conversion lifts. We're talking about small, scrappy interventions that boost visit completion rates, no full redesigns required. Fix the friction, finish more visits. Here's how we sealed the biggest leaks in our patient flow and increased completion by 15%. First-time users are already skeptical. They're worried about cost, privacy and whether this whole "online doctor thing" is legit.
Put a "HIPAA Secure" badge near the call to action Include a one-line promise like: "We never sell or share your info." Use plain English, not compliance jargon Patients don't read your privacy policy. But they do feel your tone. So do the work for them. Space your elements clearly. Use icons sparingly. And write like a human. People aren't comparing you to other clinics. They're comparing you to Uber and Amazon.
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