Overview
Our healthcare client sought to unify and modernize how patient feedback is collected across its digital ecosystem. Prior to this work, survey touchpoints were inconsistent, siloed, or missing entirely—leaving the client without critical insight into user experience across scheduling,
My LabReQuest™ (MLR) purchasing, and Test Directory interactions. This client partnered with i-ology to deploy Qualtrics surveys across key workflows, enabling real-time, actionable patient insight.
The Challenge
Leadership lacked centralized, consistent visibility into patient satisfaction across digital workflows.
Existing surveys were siloed or absent, preventing trend analysis and data-driven decision-making.
No mechanism existed to trigger feedback at the most valuable moments in the patient journey.
Manual survey activation increased operational complexity and slowed improvement cycles.
SQL needed a low-maintenance, scalable, and HIPAA-aligned approach to enterprise-wide feedback collection.
The Approach
i-ology collaborated with the client to implement Qualtrics surveys across their platform, enabling systematic collection of patient sentiment across the most important digital touchpoints.
Discovery and Strategy
Conducted cross-functional workshops with product, UX (User Experience), scheduling, and marketing teams to evaluate where feedback was missing or inconsistent.
Mapped the patient journey to identify high-value opportunities for NPS (Net Promoter Score), transactional surveys, and workflow-specific triggers.
Established a strategy focused on real-time insights, minimal code complexity, and enterprise scalability.
Survey Trigger and Integration Implementation
Implemented lightweight, HIPAA-aligned JavaScript intercepts invoking Qualtrics surveys automatically based on user actions.
Configured tailored logic for:
Global NPS
Appointment scheduling completions
MLR purchase confirmations
Test Directory interactions
Ensured contextual metadata was attached to each survey event for richer analytics.
Optimized User Experience and Consistency
Designed surveys to be minimally intrusive while maximizing response quality.
Standardized placement, timing, and trigger logic to ensure consistent survey experiences across their platform.
Validated cross-device and cross-browser performance through full QA (Quality Assurance) cycles.
Data-Driven Insights and Reporting
Ensured surveys routed data back to Qualtrics with full attribution for downstream analysis.
Enabled teams to leverage feedback to identify UX pain points, workflow friction, and unmet user needs.
Established an ongoing insights pipeline to support continuous digital improvement.
The Outcome
Delivered enterprise-wide visibility into patient satisfaction and digital experience.
Provided client teams with actionable feedback to guide UX, product, and content decisions.
Improved appointment scheduling, MLR checkout flows, and directory interactions based on real-world insight.
Established a scalable model for future survey expansion.
Technologies Used
Qualtrics • JavaScript Intercepts • Umbraco • Analytics Tagging