Midi

How does your role as UX Researcher help serve this mission at Midi?

My primary focus at Midi is advocating for the voice of our patients. As a researcher, I aim to go beyond the surface, delving into the real experiences that shape their health journeys. By leveraging a comprehensive mix of quantitative and qualitative methods — ranging from in-depth surveys to nuanced patient interviews, I uncover the needs and motivations of our patients. This approach allows Midi to consistently evolve and deliver personalized care that is not only responsive but transformative for our patients — helping to align what we actually offer, with what our patients want.

In your own words, can you describe your Delighted NPS & CSAT program?

NPS (Net Promoter Score) and CSAT (Customer Satisfaction) are essential metrics in maintaining a patient-centered approach. These programs allow us to continuously collect feedback, providing a pulse on the core aspects of patient experience, from clinical care to technology and support interactions.

We’re proud that our CSAT and NPS scores are consistently high, and we review every single piece of feedback — especially those highlighting areas for improvement — and work actively to ensure that every patient feels fully supported in their healthcare journey.

Both programs are automated through the Delighted API, which helps us collect a drip of feedback throughout the year and ensure that our decisions are always rooted in real patient experiences, driving us to provide better care and more seamless interactions. Instead of spending time worrying about sending surveys, we’re freed up to review, analyze and act on feedback.

Can you describe the research surveys that you’ve built on Delighted Surveys?

Our research surveys at Midi are designed to be thorough and insightful, often incorporating custom logic to ensure we capture the most relevant data. While we use a variety of platforms to support our research efforts, we’re really excited about Delighted’s new Surveys tool. I was so impressed the first time I used Delighted Surveys. It’s thoughtfully designed and intentional, and I can tell that your team spent time getting to know exactly what researchers would want in building surveys.

At Midi, we conduct a wide range of research that spans from high-level, ongoing feedback collection to more targeted, in-depth studies. Using tools like Delighted enables us to dive deeper into specific topics that general feedback might only hint at, allowing us to explore key areas in detail. Whether we’re analyzing broader trends or focusing on a specific aspect of the patient experience, having everything streamlined in one place makes it easier to manage both continuous and specialized research efforts efficiently.

Delighted Surveys makes it easy to manage complex logic, allowing us to craft dynamic, tailored surveys that adapt based on respondent inputs. This flexibility ensures we can ask the right follow-up questions at the right moments, ultimately providing a deeper understanding of the specific areas we’re looking to improve. Central to this is our commitment to patient confidentiality, ensuring that we gather valuable insights while always protecting privacy.

What’s the goal of your research surveys?

It depends on the business questions we want to answer! For instance, we recently conducted a symptom improvement analysis survey, where we asked patients undergoing treatment about their progress, how they’re feeling, and any side effects they might be experiencing. The results were quite promising, with 91% of patients reporting symptom improvement within the first two months of care. These insights not only help us track patient outcomes but also guide our efforts to refine treatments and ensure we’re meeting patient needs effectively.

How often do you send these types of surveys?

At Midi, user research is deeply valued and integral to how we operate so we’re constantly running surveys to ensure we’re always gathering fresh insights. By frequently collecting feedback, we maintain a strong pulse on patient experiences, allowing us to make real-time improvements and deliver care that truly aligns with their needs. This feedback loop is key to our commitment to patient-centered, high-quality care.

How many questions are included in the surveys?

Our surveys typically range from 12 to 30 questions, but we use logic to tailor the experience for each respondent, ensuring they only see the questions most relevant to them. This approach helps keep the surveys concise and focused, which improves response rates while still allowing us to gather comprehensive insights.

What feature(s) do you like most in the Surveys tool and why?

What I appreciate most about the Surveys tool is its intuitive question creation process, which allows me to design comprehensive surveys efficiently without sacrificing quality. The branding options help create a professional look, and your logic is robust enough to support complex question pathways.

From an analysis standpoint, the ability to filter and compare feedback from different groups, along with intuitive building sharable reports, has optimized how we turn insights into action. This has been critical at Midi, where patient feedback directly shapes our care approach. What’s also important to us is that throughout all of this, patient privacy is protected, which aligns with our core values.

I’m actually really impressed because it’s such a new tool, but it’s already doing a lot and supporting exactly what I need. I can only imagine what you guys have in store.