Client Result | MyEyeDr.
Increasing online bookings by 2.5 times for MyEyeDr.
Delivering results through a co-created, custom patient scheduling platform
Client Result | MyEyeDr.
Delivering results through a co-created, custom patient scheduling platform
At the heart of the project was a human-centered design process that prioritized ease of use and efficiency. West Monroe’s team worked alongside MyEyeDr. to identify pain points, focusing on issues like double booking and the lack of visibility into patient behavior. After generating numerous ideas, we narrowed them down to impactful solutions, including digital intake forms for self-service. These forms reduced the workload for office staff and streamlined the patient journey, enabling faster onboarding and smoother scheduling. The business case became clear—these changes would directly drive patient satisfaction and create operational efficiencies.
Through close collaboration between MyEyeDr. and West Monroe’s retail and technology teams, the custom scheduling platform was developed and rolled out within just eight months. Our agile approach allowed us to implement, test, and refine the system in phases, starting with two locations and quickly scaling to the entire network. The partnership ensured that both technical and patient experience challenges were addressed in real-time, leading to the elimination of double bookings and an improved onboarding process for patients. By working together, we built a platform that not only met but exceeded business and patient needs.
The custom platform we developed with MyEyeDr. yielded immediate results, including a 147% increase in online bookings and a 360% rise in patient onboarding completion before appointments. These outcomes translated directly into improved patient satisfaction and retention. The system’s analytics also allowed MyEyeDr. to continuously monitor and optimize the scheduling experience, maintaining control over patient interactions and driving long-term operational improvements. The platform’s success has provided a blueprint for future digital initiatives aimed at enhancing patient care and satisfaction across the company.
Facing challenges with its third-party scheduling system, MyEyeDr. needed a solution that could enhance patient experiences while offering deeper insights into scheduling behavior. With MyEyeDr. experiencing rapid growth, they turned to West Monroe to co-create a custom, human-centered scheduling platform that would address these challenges. Together, we built and deployed the system across 700 locations in just eight months, increasing online booking rates by 147% and improving patient onboarding by 360%. The new system eliminated key user experience issues such as double booking while empowering MyEyeDr. with actionable insights, enabling continuous optimization and delivering measurable improvements in customer satisfaction.
increase in appointments booked online led to an increase in customer satisfaction
increase in patients completing onboarding steps before an appointment—reflecting increased customer satisfaction
locations operating on the new scheduling system within eight months, creating organizational efficiencies
