202223 Jun

Creating a Patient-Centered Online Appointment Scheduling Experience


Appointment scheduling is the most crucial moment in the consumer journey, and failure to provide a good user experience could mean the difference between acquiring a new patient and losing them to a competitor. Too often, software developers allow internal bias, our own assumptions, technology, and cost and time savings to drive our strategic direction and design. But with a user-centered design approach, we use UX research to make evidence-based decisions and create a solution that truly works for our end user. It was important that the solution be fully optimized based on deep UX research, design thinking and user testing, so that it would exceed consumers’ expectations and deliver results for healthcare organizations. Some insights we uncovered were: • The importance of insurance and how it affected consumers’ decision-making during the scheduling process • Validation of ideas for new features, such as the option to select an appointment time that is the soonest available • Areas of confusion in the user interface and functionality, such as the date selector, progress bar, and location filter • Adjustments we needed to make to wording to provide more clarity, such as “preventative care” • The desire for additional features, such as the ability to share appointment information with a family member after it was scheduled • Validation that overall solution was desirable and very easy to use With UX research, we can put ourselves in our consumer’s shoes and see things from their perspective.

Source: Geonetric