Back to selected workBefore~55%eligible calls with a successful handshake After launch~90%successful handshake rate
The 60 seconds that protected a patient handoff.
I owned the repeat-consultation → prescription → agent handshake → purchase and fulfilment funnel. A focused call-exit intervention lifted successful handshakes from about 55% to 90%.
- Funnel owned
- Repeat consult → Rx → handshake → fulfilment
- Core intervention
- Exit popup + Rx trigger + 60-second countdown
- Handshake rate
- ~55% → ~90%
- Conversion signal
- ~65% with handshake vs ~35% without
+35 percentage points
01 · Context / problem
The offline safety net disappeared on the first online follow-up.
The patients in this journey had first visited an Allo clinic and were now returning for their first video consultation. The medical interaction moved online, but the post-consultation support model did not automatically follow.
A PRM closed the loop in person.
After the consultation, a patient relationship manager could explain the Rx, collect payment, dispense medicines, or arrange a diagnostic sample.
The patient suddenly had choices, but no guide.
Home delivery or clinic pickup. Same-day or standard. Home or clinic sample collection. Without a live handoff, the journey ended at the prescription instead of at clarity and fulfilment.
02 · Funnel
The prescription was not the finish line. It was the handoff trigger.
Every step had to happen while doctor and patient were still on the call. If the call ended early, the trust bridge and the agent’s opportunity to help disappeared together.
01
Doctor submits Rx
The prescription becomes the system trigger while the video call is still active.
02
Agent is alerted
The care agent receives the handoff signal and joins the live consultation.
03
Doctor introduces agent
The patient gets a trusted, explicit transition instead of an unfamiliar new joiner.
04
Agent converts & fulfils
The agent explains the Rx, payment, delivery or pickup, and diagnostic collection options.
03 · Insight
The largest conversion gap sat inside one operational moment.
Pilot data showed that patients with a successful doctor-to-agent handshake converted on the same day at roughly 65%, compared with roughly 35% when the handshake did not happen.
Successful handshake~65%same-day conversion
1.9×conversion association
No handshake~35%same-day conversion
This cohort difference established the product leverage. It did not by itself prove the handshake caused the full conversion gap, so the shipped metric was successful handshake rate.
04 · Product intervention
Put the guardrail at the exact moment the doctor tried to leave.
Before Rx submission
If the doctor tried to end the call, a popup asked them to submit the prescription first. Submission immediately alerted the care agent.
During the first 60 seconds
A visible countdown asked the doctor to stay while the agent joined, with the 65% vs 35% conversion context explaining why the wait mattered.
When the agent joined
The doctor introduced the agent, then exited. The agent took over explanation, payment, medicines, diagnostics, and fulfilment choices.
05 · Mock / prototype
Replay the doctor-side exit flow.
This interactive reconstruction uses the shipped logic: block an early exit before Rx, alert the agent on submission, and hold the call for a 60-second join window.
ASPatient
DRDoctor
Interactive reconstruction of the shipped doctor-side flow. Use the scenario controls or the red end-call button to replay the intervention.
06 · Results
A small interface change moved the operational behavior.
successful handshake rate
successful handshake rate
~64% relative uplift
The intervention expanded the number of patients who reached the high-conversion handoff.
The directly observed launch result was handshake rate. The 65% vs 35% conversion split explains why that behavior was the right funnel metric to move.
07 · Learnings
Optimize access to the conversation before optimizing the pitch.
Find the highest-leverage failure point.
The downstream sales experience could not work if the agent never got to speak to the patient.
Pair friction with a reason.
The countdown added a deliberate pause, while the conversion evidence made the purpose of that pause visible to doctors.
Design product and operations as one journey.
The popup, Rx event, agent alert, live join, introduction, and fulfilment handoff were one product—not separate teams’ steps.
Production product work