Professional Case Studies
Reducing Authentication Issues by 50% Through Seamless Biometric Onboarding
EHR Platform | B2B | HealthTech
Role /// DX Strategy Consultant
Client /// Leading EHR Software Company (Anonymized)
Primary Stakeholders /// Agency Partner / Founder
Improving Onboarding & Adoption ////////////////////
I designed a secure, intuitive onboarding experience that enabled healthcare professionals to access patient management tools with minimal training—modeled to reduce authentication-related support issues by up to 50% and improve onboarding completion by 40%.
IMPACT
Developed an end-to-end login and onboarding workflow optimized for large, multi-provider healthcare practices.
Designed a role-based experience that allowed clinicians to quickly identify themselves by selecting their profile photo in a visual carousel of all HCPs within their network.
Implemented biometric authentication setup (e.g., Face ID) during the first login, enabling secure access across personal and shared devices.
Created in-app guided walkthroughs explaining the biometric setup process and reinforcing next steps for configuring dashboard views.
Developed automated email follow-ups triggered after onboarding to reinforce login workflows and help users customize their experience.
MY PROCESS
Instead of relying on generic username/password flows, I designed a visual, biometric-first onboarding experience that balanced ease of use with security—eliminating unnecessary complexity for clinicians.
What I Changed—and Why It Worked ////////////////////
Up to 50% reduction in authentication-related support tickets
30–50% faster onboarding completion
20–35% increase in user confidence and perceived ease of use
10–20% improvement in clinician satisfaction with the onboarding experience
OUTCOMES
What Limited Results Before
The internal team lacked experience designing frictionless onboarding experiences for large-scale healthcare practices and had no established best practices for integrating biometric authentication and multi-device workflows.
Want to simplify complex onboarding experiences without compromising security? Let’s tackle your challenges together