Booking was losing people.
62% of users dropped off before choosing a doctor. Providers were also switching between scheduling, consultation and billing tools.
I mapped the care journey, then connected the patient flow with the work happening on the provider side.
Ask for details at the right time.
Users chose their issue, saw relevant doctors and selected a time before entering medical details. That gave them a reason to complete the heavier form.
- 01Choose an issueFrame the request
- 02Find a doctorRelevant options
- 03Choose a timeCommit to a slot
- 04Add medical detailsPrepare for care
Keep patient context close.
Symptoms, allergies and images became part of completing the appointment. Doctors could see that context during the consultation, reducing time spent clarifying basic information.
Connect the work around care.
I brought recurring availability, rescheduling, consultations and financial activity into connected workflows. I used Lottie for booking, call status, loading, confirmation and error feedback.