Understanding the problem

At the time, users could only schedule a visit through one of two methods: calling a clinic to schedule an appointment or creating an Episode of Care and requesting an appointment or referral. These options were cumbersome and did not align with the users' need for simplicity and convenience.

Understanding the users

I conducted interviews with four users to understand their experiences with appointment scheduling and the process of creating an Episode of Care. The pain points they shared centered around the need to create an Episode just to schedule a visit and their frustration with the lack of autonomy in scheduling appointments. Users expressed a strong desire for a self-service solution that would save them time and offer more control.

Our goal was to provide users with a more convenient way to schedule visits directly, bypassing the need to create an Episode of Care. We decided to add a self-scheduling feature that would allow users to schedule their visits effortlessly through the platform.

Designing this new feature required not just developing the UI but also introducing the new flow to users. We explored various solutions and sketched out an initial user flow.

Throughout the process, I advocated for minimizing the number of steps required to complete the task. Drawing from our research, we knew that users wanted the process to be as simple and time-efficient as possible. My goal was to reduce the cognitive effort of the user and streamline the flow.

After several iterations, we successfully condensed the user flow from eight screens to six, enhancing usability and efficiency.

One key goal for the feature was to allow users to easily navigate forward and backward during the scheduling process. We were inspired by Typeform’s intuitive, smooth flow and incorporated a similar approach to make the experience seamless and flexible.

For the UI design, I created wireflows to illustrate how the screens were connected and to show the logical flow based on user input. These wireflows were accompanied by annotations to provide clarity on the design decisions, ensuring efficient design reviews and helping the team reach consensus on the final direction.

Once the UI design and behavior were finalized, I created interactive prototypes for both web and mobile platforms. These prototypes defined form behavior, interactions, and animations. They were used for internal validation and user testing, ensuring that the experience met user expectations.

Discover, Define, Design, and Deliver

We followed a human-centered design (HCD) process. We started with user interviews to gather insights, then defined the problem based on our findings. From there, we moved into ideation, creating sketches and user flows, gradually evolving them into high-fidelity prototypes. This iterative process culminated in the first version of the self-scheduling feature.