[Healthcare · Booking · 2023]
Healthcare Appointments: 30% Faster Booking Times
Eleven taps and two phone calls to see a doctor — replaced by a calm scheduling flow anyone can finish.
[Overview]
Healthcare booking felt like paperwork, not care
Patients — many older, many anxious — faced medical jargon, tiny tap targets, and a login wall before they could even see availability. Nearly half gave up and called the clinic instead, overloading front-desk staff.
Working with clinicians and accessibility reviewers, I rebuilt scheduling around plain language, large touch targets, and availability-first browsing: pick a time, then tell us who you are.
[What I did]
Design for the most stressed user
Sessions with patients aged 24 to 81 shaped everything: 18px minimum type, high-contrast slots, and a "call me instead" escape hatch on every screen — no dead ends, ever.
Availability first, accounts later
Flipping the order — time first, details second — removed the biggest drop-off. Returning patients get one-tap rebooking; new patients meet the login wall only after choosing care.
[Results]
Booking times down 30%, calls down with them
Median time-to-book fell 30%, and "I couldn't book online" calls to the clinic dropped by half. Patients over 65 — the group the old flow failed most — completed bookings at nearly the same rate as younger patients.
BookingDesignGrowth
[Related work]