Vidhi Goel
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Series Express: Registration Reimagined for Cancer Patients

Series Express: Registration Reimagined

Improving registration and check-in for Cancer patients

Overview

Led the redesign of patient registration processes at Seattle Cancer Institute (SCI) to transform the traditional registration experience into a streamlined, digital-first journey. The project focused on eliminating wait times, reducing redundancy, and creating a more dignified experience for cancer patients through innovative use of technology and process redesign.

Service Experience Map highlighting painpoints. Author: Vidhi Goel

Role & Responsibilities as Project Lead

  • Led end-to-end service design transformation, managing a cross-functional team of designers, technologists, and healthcare staff

  • Orchestrated all research activities, including designing research protocols, conducting patient interviews and workshops

  • Facilitated stakeholder alignment sessions between clinical staff, administration, EMR platform and Tech Department

  • Directed the development of the digital express pass system, from concept to implementation

  • Managed project timeline, budget, and resource allocation across multiple project phases

  • Presented progress updates and final recommendations to executive leadership

  • Oversaw pilot implementation and metrics tracking

  • Mentored junior team members and coordinated with external vendors

Problem Statement

Cancer patients at SCI faced multiple challenges during registration:

  • Repetitive verification processes across multiple appointments

  • Long wait times at multiple checkpoints

  • Complex navigation between different clinics

  • Language barriers during information exchange

  • Limited integration of digital tools

  • Privacy concerns during spoken information exchange

Process & Methods

Patient Interviews

Set up station at the Cancer Institute to have intercept conversations with patients and staff.

  1. Discovery Research

    • Analyzed patient and caregiver pain points

    • Mapped current registration experiences

    • Identified 25 key opportunity areas

    • Conducted stakeholder interviews

  2. Analysis

    • Created comprehensive experience maps

    • Identified key pain points:

      • Multiple verification steps

      • Language barriers

      • Navigation challenges

      • Wait times

      • Staff utilization

  3. Solution Development

    • Developed digital-first registration system

    • Created multilingual support

    • Designed express lane concept

    • Implemented clinic wayfinding solutions

 

Solution Implementation

Designed a new five-step service flow that revolutionized the registration process:

“Sign Up” Experiment to gage Desirability

  1. Digital Pre-Registration System

    • Implemented 30-day express pass generation

    • Created digital "Series Express" cards for patients phones

    • Enabled complete pre-visit information collection

  2. Express Lane Check-In

    • Established dedicated lane for pass holders

    • Created 'one capture' central check-in

    • Implemented multilingual information verification

    • Reduced wait times significantly

  3. Multi-Appointment Processing

    • Developed single verification process for multiple appointments

    • Created unified daily schedule management

    • Streamlined copay collection

  4. Seamless Clinic Access

    • Implemented digital card scanning at clinic entrances

    • Created automated greeting and instruction system

    • Developed staff notification system for patient arrival

  5. Enhanced Patient Experience

    • Eliminated traditional waiting lines

    • Created proactive staff engagement model

    • Implemented direct escort service to treatment areas

Planning metrics and measurement for Pilot

Impact

  • Reduced average registration time by 50%

  • Eliminated multiple verification steps

  • Increased patient satisfaction scores

  • Improved staff efficiency

  • Enhanced multilingual support

  • Reduced wait times

  • Improved clinic navigation

  • Better resource utilization

Key Innovation: The Express Pass System

Developed a digital express pass system that:

  • Validates for 30 days

  • Works across multiple appointments

  • Supports multiple languages

  • Integrates with clinic access systems

  • Provides real-time staff notifications

Skills Demonstrated

  • Service Design

  • Digital System Integration

  • Process Optimization

  • User Experience Design

  • Healthcare Systems Analysis

  • Change Management

  • Multilingual Support Implementation

  • Wayfinding Design

Tools & Methods Used

  • Service Blueprint Creation

  • Digital Platform Integration

  • User Journey Mapping

  • Process Flow Analysis

  • Mobile Technology Integration

  • Multilingual System Design

  • Access Control Systems