Case Study
How a Healthcare SaaS Company Cut Support Tickets by 60% Without Touching Their Core System
Patientra's patient intake product was frustrating users; but no one could agree on exactly where the problem was. Support tickets were rising week over week. Onboarding completion rates were falling. Clinical staff were complaining. And the engineering team, stretched thin, had no runway to investigate let alone fix it. Patientra needed outside expertise fast, but couldn't risk breaking a live product that clinical teams depended on daily.
Patientra Health
Head of Product
"They understood our constraints from day one. They didn't rip anything apart; just made precise, thoughtful improvements that made an enormous difference to everyone using the product."
The Challenge
Patientra's patient intake product was frustrating users; but no one could agree on exactly where the problem was. Support tickets were rising week over week. Onboarding completion rates were falling. Clinical staff were complaining. And the engineering team, stretched thin, had no runway to investigate let alone fix it. Patientra needed outside expertise fast, but couldn't risk breaking a live product that clinical teams depended on daily.
The Solution
Agintex started with a full UX audit; mapping every step of the intake flow, identifying where users dropped off, and pinpointing the seven friction points causing the most damage. From there, the team redesigned the core experience end-to-end, rebuilt the frontend, and integrated a new document upload module, all without a single rollback or production incident. The changes were layered in carefully, tested at each stage, and deployed in five weeks flat.
Key Results
−60% | +47% | 5 Weeks |
Support tickets in the first month | Onboarding completion rate | Full audit to live deployment |
7 critical friction points identified and resolved across the core intake flow
Full frontend rebuild and new document module deployed with zero production incidents
Clinical staff onboarding time cut in half; measurable from week one.
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