The Problem
Patients had to call the clinic to book appointments and couldn't easily access their health records, leading to frustration and missed appointments.
Goals
Enable self-service appointment booking, provide easy access to health records, and ensure WCAG AA accessibility compliance.
Role & Responsibilities
Led mobile app design from concept to developer handoff. Collaborated with the clinical team to ensure medical accuracy and with engineering to define feasibility.
Process
Conducted contextual inquiry at the clinic. Mapped the patient journey from booking through post-visit follow-up. Designed and prototyped three booking flow variants, tested with 10 patients.
Solution
A clean, accessible mobile app with three-step appointment booking, a health timeline view, medication reminders, and secure messaging with care providers.
Outcomes
Online booking adoption reached 72% within 3 months. Missed appointments decreased by 35%. The app achieved a 4.7 star rating on the App Store.
Reflections & Learnings
Designing for healthcare requires extra empathy. Users are often anxious or in pain when using the app. Simplicity and reassurance in the interface made a measurable difference.
