Case USA27: How a Healthcare SaaS Company Substituted Client Onboarding UX for Enterprise Architecture Coherence

Overview:

This case is part of our 100 US diagnostics showing client experience investments passed off as EA reform.

A healthcare SaaS provider launched sleek onboarding portals, automating setup and training. Clients loved it — but core architecture connecting patient data, billing, compliance, and analytics wasn’t addressed.

P1–P6 Insight Preview: 

UX upgrades improved processes (P2) and components (P4), but lacked strategy alignment (P1) and system behavior (P3). Implementation (P5) was rapid; business + tech ops (P6) still worked through mismatched data sets.

Role Disconnects:

1. CEO: “Client onboarding is seamless” — but operations still hit integration gaps.
   

2. CIO: “We’ve automated setup” — yet data still flows inconsistently.
   

3. Sales Head: “Happy onboarding boosts retention” — but post-onboarding pain erodes goodwill.
   

4. Chief EA: We have a front door, but no coherent house.
   

5. Head of Customer Success: The welcome is smooth — the day-to-day still needs workarounds.

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