Real challenges. Real solutions. Real results.
See how Morrowline has helped healthcare organizations improve patient access, reduce staff burden, and deliver better outcomes.
Harbor County Health Network
Rebuilding a public-facing care access hub to increase successful appointment routing
The challenge
Harbor County Health Network serves a diverse, aging population across rural and urban communities. Their care access portal was outdated, confusing, and resulted in high abandonment rates when patients tried to book appointments. Many people simply gave up and called, overwhelming the scheduling team.
Our approach
We conducted extensive research with Harbor County patients of different ages, abilities, and technology comfort levels. We mapped the entire booking journey and identified where people got confused or abandoned the task. Then we redesigned the portal with:
- • Clear, progressive disclosure of information so users aren't overwhelmed
- • Large, visible buttons and touch targets optimized for older users on phones
- • Plain language instructions replacing medical jargon
- • Multilingual support in the top languages spoken in the county
- • Integration with their EHR to auto-populate patient information where possible
- • Full WCAG AA compliance for users with visual, hearing, or motor disabilities
Results
34%
Improvement in appointment routing completion rate
Previously, 1 in 3 patients abandoned the booking journey. With the new portal, successful bookings increased significantly.
Additional outcomes: Scheduling staff reported 42% fewer phone calls for appointment booking questions. Patient satisfaction with the booking experience increased from 62% to 89%.
Discuss a similar projectCare Access Hub
Public-facing appointment booking and routing
Northstar Community Clinics
Redesigning multilingual intake to reduce incomplete submissions
The challenge
Northstar provides primary care to a highly diverse population, with patients speaking 12+ primary languages. Their patient intake forms were long, overwhelming, and had high non-completion rates—especially for non-English speakers who often received poorly translated forms.
Our approach
We conducted research with Northstar patients in multiple languages and designed a new intake system that:
- • Used professional translation and cultural consultants, not machine translation
- • Broke intake into digestible, progressive steps instead of one overwhelming form
- • Validated data in real-time to help users fix errors before they submit
- • Offered both digital and paper options for patients without internet access
- • Integrated with Northstar's EHR to avoid duplicate data entry at the clinic
- • Provided Spanish, Cantonese, Vietnamese, Arabic, and Somali as primary languages with easy language switching
Results
27%
Reduction in incomplete intake submissions
The new intake system made it easier for patients to complete their information, reducing manual follow-up work for clinic staff.
Additional outcomes: Clinic staff reported 36% faster check-in times. Non-English speaking patients reported significantly higher confidence in the clinic's understanding of their health information.
Discuss a similar projectMultilingual Intake
Progressive, culturally-responsive patient forms
Everwell Member Services
Creating an accessible benefits and support platform to reduce avoidable contact
The challenge
Everwell, a regional health plan, was fielding thousands of member support calls each month. Many calls were about simple things members could have answered themselves: checking coverage, finding network providers, or understanding benefits. The support team was overwhelmed, call wait times were long, and members were frustrated.
Our approach
We designed a self-service benefits platform that made it easier for members to find answers without calling. The platform included:
- • Interactive benefits finder that personalizes information based on member's plan
- • Network provider directory with filters for specialty, location, and insurance acceptance
- • Cost estimator for common procedures and services
- • Plain-language explanations of coverage rules and member rights
- • Easy escalation to a live representative for complex questions
- • Full WCAG AA compliance, including support for screen readers and voice control
Results
22%
Reduction in avoidable support contacts
Members were able to resolve issues themselves through the portal, eliminating routine support calls.
Additional outcomes: Average call handle time decreased by 18% for remaining support calls, allowing the team to serve more members. Member satisfaction with benefits understanding improved from 71% to 86%.
Discuss a similar projectMember Services Portal
Self-service benefits and provider information
Our impact
3
Healthcare partners
Across care delivery, public health, and health plans
60K+
People served
Through improved digital health services and increased access
40%+
Average improvement
In key metrics like completion rates, efficiency, and satisfaction
These figures represent illustrative project results from the featured case studies.
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