The intake gaps quietly losing your highest-LTV patients
A national GLP-1 telehealth provider had a mature CRO program and a plateau. We walked their intake as eight real patients to find what conventional optimization keeps missing.
Persona replay
One persona walking the live intake. Watch where they disengage.
The takeaway
You stop guessing which variant to test next, and start closing the eligibility, consent, and payment gaps deciding who enrolls.
“Your focus on audience-specific insights is more effective and provides greater value than traditional CRO tactics that simply attempt to hack success.
The five patterns
We ran the personas across the provider's intake and four competitor funnels. The same patterns showed up underneath, in every one. This is how high-consideration intake leaks, everywhere.
Trust
Trust is won or lost at the moment of commitment
Buyers do not audit a funnel. They pattern-match for carelessness exactly where commitment is highest, so a single mismatch at the order summary can read as a reason to doubt everything else.
Eligibility
Every "you do not qualify" screen is a brand statement
Screening logic decides who a brand serves. The cohorts it turns away are often the highest-LTV patients the funnel spent the most to acquire, which makes eligibility a conversion lever, not just a compliance step.
Promise vs. delivery
The gap between the ad and the order screen is felt instantly
When pricing, payment options, or coverage claims shift between the landing page and checkout, it lands as a small betrayal, felt before a buyer can put it into words.
Cognitive load
The eighteenth question is where attention runs out
Consent steps and clinical detail stack up until fatigue wins. It shows up as a tab close, not a click, which is exactly why A/B tests never catch it.
Reassurance
Confidence has to be built where the buyer hesitates
Funnels invest in reassurance on the landing page, then thin it out at plan selection and payment, the exact moments a buyer is deciding whether to commit.
Your stack shows the friction. We tell you which gap to close first.
Session replay
Shows what happened. It cannot tell you which intake step is costing you the most patients.
Analytics
Shows where drop-off clusters. It cannot tell you why a qualified patient quietly left.
UserApproved
Tells you which expectation gap to close first. That decision is the work.
Operators, not co-pilots. We work alongside your in-house team or CRO agency. We complement the team you have, we do not replace it.
The operating loop
A closed-loop CRO process, not a one-time audit
Diagnosis, behavior analysis, prioritization, and learning run as one continuous cycle. Every sprint feeds the next, so the system gets sharper instead of starting from zero.
Diagnose
Funnel and intake diagnosis surfaces where patients drop, screen by screen.
Analyze behavior
Persona agents explain why each segment hesitates, not just where.
Prioritize
Gaps scored by revenue impact, confidence, and effort to fix.
Translate
Turned into hypotheses, experiments, copy directions, and QA checks.
Learn
Results and implementation feedback captured into the CRO memory.
The loop closes: every learning feeds the next diagnosis, so each sprint starts sharper than the last.
See these patterns in your own intake
We walk your funnel as your real patients and hand you a ranked short list of what to fix first.
15 minutes · no prep on your side · results in under a day