Appointment booking system for a сlinic сall сenter
Role: Product Designer. Scope: User research, UX design
The challenge
The goal was to design a unified operator workspace that would make appointment booking faster
Research
In collaboration with product managers, I observed operators in their day-to-day work, interviewed operators and key stakeholders, and reviewed comparable solutions on the market.
Воркшоп с 10 клиентами клиники для составления CJM
Based on our findings, we mapped the core user flows the product needed to support. We also identified stakeholder goals and the main barriers preventing operators from completing tasks efficiently.
Key insights
- Operators had to switch between multiple toolsChecking doctors’ availability, booking appointments, and finding reference information required operators to work across three separate systems. Constant context switching slowed them down and increased the risk of mistakes.
- The scheduling system was difficult to useOperators used the legacy Medialog medical information system to view doctors’ schedules. Its outdated interface made the tool harder to learn and prolonged onboarding for new team members.
- Important booking scenarios were not supportedThe existing system did not account for a number of real-life cases, such as booking appointments for a parent and child with different doctors at close time slots. The new experience needed to handle these scenarios without adding complexity for operators.
The research informed a set of product hypotheses and a roadmap for the platform. The concepts below illustrate the key parts of the new operator experience.
Solution
Our main idea was to make all data accessible from one screen so that the operator can make new appointments faster.
Scenario: A new patient calls the clinic. Their phone number is not yet in the system, and they want the earliest available appointment with a general practitioner at any clinic location.
Scenario: A new patient calls the clinic. Their phone number is not yet in the system, and they want the earliest available appointment with a general practitioner at any clinic location.
The operator searches for the patient by last name and finds their profile in the clinic database. The operator can review the patient’s contact details and appointment history without leaving the booking flow.
Once a suitable time slot is selected, the operator confirms the appointment
Result
- Positive feedbackThe concept received positive feedback from both call center operators and key stakeholders. During validation, operators found the new workflow easier to understand and navigate than the existing tools, suggesting that it could reduce onboarding time for new team members.
- Technical constraintsDespite the positive response, the solution could not be launched. During development, the team uncovered unexpected integration issues with the medical information system. The technical limitations could not be resolved within the project timeline.
As a result, the project was put on hold before reaching production. - What I learnedAlthough the project was paused after a year of development, it was a valuable experience. I learned how to design a complex professional tool with a broad set of workflows, conduct research with frontline employees and stakeholders, and collaborate around technical constraints in a highly regulated domain.
I believe the team created a strong UX foundation for the platform. I hope the solution can be revisited and brought to production once the integration issues are resolved.
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