Implementation of a appointment booking feature to improve user experience and accessibility
Having successfully redesigned PSW Acupuncture Clinic's website to modernize its outdated interface and usability issues, my next focus was on integrating an online booking feature. This feature aimed to streamline the appointment process, offering clients a seamless and efficient way to manage their visits.
I crafted the user interface for the online booking process and strategized the best solution through user research and analysis, balancing user needs with business goals.
Project was fixed to 6-week timeframe
PSW Acupuncture Clinic primarily uses phone calls, emails, and text messaging for client interaction and scheduling appointments. As a result, booking management has become inefficient, staff are experiencing burnout, and overall, the clients' experience is unsatisfactory.
Implement an online booking feature to make it easier for clients to access services, and manage appointments
To better understand what facilitates easy and efficient site navigation, I analyzed other acupuncture clinics. I found that competitors commonly used a simple site structure, allowing users to request or book appointments directly without needing to call the clinic.
Based on these research findings, it became evident that users needed a system that would enable them to book appointments online.
The online booking system stands out in terms of viability. Despite its higher initial costs and complexity, it promises greater long-term benefits. It addresses core issues of efficiency and user experience, making it a sustainable and strategic choice for the clinic's growth and customer satisfaction. In contrast, simpler solutions like automated reminders, while feasible and easy to implement, offer limited scope and don't fundamentally solve the challenges of manual booking processes, making them less viable as long-term solutions.
I added the option to pick "Any Available Provider". If patients don't have a preference for a specific provider, this option allows them to get the earliest available appointment.
Through user testing, I learned that if a user has a specific date or time in mind, infinite scrolling makes it more difficult to locate the desired slot. The calendar view allows users to jump to specific days or even weeks ahead without having to scroll through all the dates. This efficiency can be a significant advantage when users need to book appointments far in advance.
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