Go back
Improving patient outcomes in telemedicine skincare
16pp Engagement
7pp Retention
Curology
Improving patient outcomes in telemedicine
Retention
Strategy
Clinical ops
ResearcH
Context
Curology, a brand that delivers personalized Rx skincare, had achieved product-market fit as a first mover in telemedicine. However, our digital experience was failing to meet patient or provider needs.
goal
Increase 90-day retention by 5%.
The team
Growth PMUX ResearcherMedical Director
Content DesignerData ScientistLegal & Compliance
The RetentionProblem
Early check-ins correlated with 28% higher likelihood of staying on treatment at day 90.
However, only 19% completed a check-in in their first 30 days.
Key insights
Friction clustered at moments of uncertainty, not lack of interest.
Fiona’s Journey
To understand patient pain points, we conducted empathy interviews to map how patients feel throughout their skincare journey.
Shop
Fiona’s JourneyReimagined
We reimagined the patient experience in line with Curology’s mission to deliver personalized, long-term skincare care.
Shop
Next
Skin analysis
Right after her consultation, Fiona receives a personalized skin report that labels her concerns, explains the provider’s assessment, and outlines her treatment plan.
Made to Stick
Consistency drives outcomes. Gentle, well-timed nudges help Fiona build a nightly routine while reinforcing why sticking with treatment matters.
The Adjustment Period
Early irritation — known as the “purge” — is normal, but confusing. Without clear expectations, this is where many patients disengage or cancel.
Patent check-ins reimagined
Check-ins became clinically relevant conversations — capturing symptoms, side effects, triggers, and photos in a way that helps providers respond quickly and personally.
7% Retention
Learnings & Next Steps
Clear onboarding and proactive guidance drives retention.
Even with reminders, some patients disengage early — timing and motivation matter as much as frequency.
16
pp
Engagement
Check-in redesign increased patient–provider interactions.
7
pp
RETENTION
Improved early support reduced drop-off through Day 60.
More work
Curology
Improving patient outcomes in telemedicine
Retention
Strategy
UX ResearcH
Seed
Driving early engagement with InnerCircle
Branding
Retention
Design systems
quip
Turning everyday brushing into long-term loyalty
Retention
Strategy
App design
Go back
Improving patient outcomes in telemedicine skincare
16
pp
Engagement
7
pp
Retention
Curology
Improving patient outcomes in telemedicine
Retention
Strategy
Clinical ops
ResearcH
Context
Curology, a brand that delivers personalized Rx skincare, had achieved product-market fit as a first mover in telemedicine. However, our digital experience was failing to meet patient or provider needs.
goal
Increase 90-day retention by 5%.
The team
Growth PMUX ResearcherMedical Director
Content DesignerData ScientistLegal & Compliance
The RetentionProblem
Early check-ins correlated with 28% higher likelihood of staying on treatment at day 90.
However, only 19% completed a check-in in their first 30 days.
Key insights
Friction clustered at moments of uncertainty, not lack of interest.
Fiona’s Journey
To understand patient pain points, we conducted empathy interviews to map how patients feel throughout their skincare journey.
Fiona’s JourneyReimagined
We reimagined the patient experience in line with Curology’s mission to deliver personalized, long-term skincare care.
Shop
Skin analysis
Right after her consultation, Fiona receives a personalized skin report that labels her concerns, explains the provider’s assessment, and outlines her treatment plan.
Shop
Next
Made to Stick
Consistency drives outcomes. Gentle, well-timed nudges help Fiona build a nightly routine while reinforcing why sticking with treatment matters.
The Adjustment Period
Early irritation — known as the “purge” — is normal, but confusing. Without clear expectations, this is where many patients disengage or cancel.
Patent check-ins reimagined
Check-ins became clinically relevant conversations — capturing symptoms, side effects, triggers, and photos in a way that helps providers respond quickly and personally.
7% Retention
Learnings & Next Steps
Clear onboarding and proactive guidance drives retention.
Even with reminders, some patients disengage early — timing and motivation matter as much as frequency.
16
pp
Engagement
Check-in redesign increased patient–provider interactions.
7
pp
RETENTION
Improved early support reduced drop-off through Day 60.
More work
Seed
Driving early engagement with InnerCircle
Branding
Retention
Design systems
quip
Turning everyday brushing into long-term loyalty
Retention
Strategy
App design
Go back
Improving patient outcomes in telemedicine skincare
16
pp
Engagement
7
pp
Retention
Curology
Improving patient outcomes in telemedicine
Retention
Strategy
Clinical ops
ResearcH
Context
Curology, a brand that delivers personalized Rx skincare, had achieved product-market fit as a first mover in telemedicine. However, our digital experience was failing to meet patient or provider needs.
goal
Increase 90-day retention by 5%.
The team
Growth PMUX ResearcherMedical Director
Content DesignerData ScientistLegal & Compliance
The RetentionProblem
Friction clustered at moments of uncertainty, not lack of interest.
However, only 19% completed a check-in in their first 30 days.
Key insights
Friction clustered at moments of uncertainty, not lack of interest.
Fiona’s Journey
To understand patient pain points, we conducted empathy interviews to map how patients feel throughout their skincare journey.
Shop
Fiona’s JourneyReimagined
We reimagined the patient experience in line with Curology’s mission to deliver personalized, long-term skincare care.
Skin analysis
Right after her consultation, Fiona receives a personalized skin report that labels her concerns, explains the provider’s assessment, and outlines her treatment plan.
Shop
Next
Made to Stick
Consistency drives outcomes. Gentle, well-timed nudges help Fiona build a nightly routine while reinforcing why sticking with treatment matters.
The Adjustment Period
Early irritation — known as the “purge” — is normal, but confusing. Without clear expectations, this is where many patients disengage or cancel.
Patent check-ins reimagined
Check-ins became clinically relevant conversations — capturing symptoms, side effects, triggers, and photos in a way that helps providers respond quickly and personally.
7% Retention
Learnings & Next Steps
Clear onboarding and proactive guidance drives retention.
Even with reminders, some patients disengage early — timing and motivation matter as much as frequency.
16
pp
Engagement
Check-in redesign increased patient–provider interactions.
7
pp
RETENTION
Improved early support reduced drop-off through Day 60.
More work
Curology
Leading Curology’s Multi-Brand Evolution
art direction
Branding
System development
Seed
Driving early engagement with InnerCircle
Branding
Retention
Design systems
quip
Turning everyday brushing into long-term loyalty
Retention
Strategy
App design