QuickMD is a telehealth platform dedicated to providing accessible care for services including urgent care, weight loss, and more to patients nationwide. As the lead designer for this feature, I redesigned the fragmented booking process into an intuitive workflow.
The Challenge
When patients can't book visits through the app due to technical issues or scheduling conflicts, the internal support team becomes the bridge to receiving care. However, the team lacks an efficient way to book visits. The existing process forces the team to do unnecessary manual work like needing to cross-reference a provider's calendar in a separate tab to select an appropriate visit time in another. This disjointed experience doesn't just affect the internal team, but can impact the patient experience with delays in care and frustration from worsening symptoms.
Tom
QuickMD Project Manager
"In one week, the internal team can book up to 350 visits on average."
Creating a new visit is a timely manual process where users have to select information that could be automated.
Approach
Before jumping into design, I connected with my PM to ensure I'm understanding the scope. This led to a scope increase since we included the rescheduling flow in this project.Once the full scope was ironed out, I leveraged existing design patterns to explore several iterations before proposing two different designs to my PM and Virtual Admin Lead. This collaboration ensured all use cases were covered and both user and business goals were being met.
Results
A streamlined booking experience that incorporates an additional flow entry point, a proper search feature, and the ability to override a provider's availability.This solution was successfully implemented and led to reduced manual work, reduced booking time, and improved user satisfaction.
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If searching for a specific provider’s availability, users can see their available time slots or add a custom one.
If searching for an ideal time slot, users can see all providers who are available in that patient’s state.