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Harbour Springs Physiotherapy · Software / Marketing
Built a friction-free online intake + insurance verification flow, then refreshed the brand and rebuilt the website around it.
+47%
Online bookings (vs prior 6 mo)
−34%
No-show rate
−18 hr/wk
Front-desk admin hours
Two-location clinic competing with chains for first-time bookings. The old site was slow, the booking funnel had 12 steps, and insurance verification happened on a phone call after the patient already wanted to give up.
Mapped the existing intake against five competitor flows and rebuilt it in four steps instead of twelve.
Integrated direct insurance billing checks at booking — patients see eligibility before they choose a time.
Refreshed the brand around calm, clinical-but-human design and rebuilt the marketing site on Next.js.
Set up automated reminders + reschedule links to drop no-shows.
Online bookings up 47% in three months. No-shows down 34%. The front-desk team got 18 hours a week back to actually look after patients in front of them.
“We stopped competing on which sign was bigger. We compete on which booking flow respects people's time.”