A Patient’s Experience Starts When They Book Their Appointment CASE STUDYThe tool was designed to replace the traditional phone pre-registration process and allow parents to begin their registration process at home, and com- plete their check-in onsite via kiosk to reduce lingering in waiting rooms with restless youngsters. Key Lime Interactive (KLI) partnered with the design team to test the workflow from email invitation all the way through check-in via kiosk at the site and identify opportunities to improve it before its ocial launch. The goal of including such a tool was to reduce the responsibility for patient registration and onboarding carried by the clinical administrative sta. The research question was: What, if any, should be adjusted or im- proved in the commu

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