Increasing patient bookings across all services
This case study is about
QuickMD
A telehealth company. They connect over a 1000 patients/day to providers that can help them with their health concerns.
The problem
Over 70% of users creating an account did not book an appointment.
Our Goal
Increasing booking rates after registration.
*The information presented here is a summary. Explore the full case study on Figma.
What I did
my Role
Product design lead
Process highlights
- Mapped out the current patient booking flow and designed an unmoderated usability testing with Userlytics to identify main friction points
- Reviewed the information with stakeholders to choose an approach that would have the most impact based on available resources
- Came up with 3 main solutions to simplify the booking flow for patients
- Researched and planned how the solution would interact with the admin and provider platforms
- Validated our solution with A/B testing (copy) and moderated usability testing with a fidelity prototype
Tools
Figma; FigJam; Userlytics; Aritable; WCAG Guidelines
Team credits
Karen Galera (Junior Product Designer) Eddy Momot (Product Manager), and Yaroslav Sinyugin (Lead Developer)
Moderated interviews on Userlytics
Outcomes
Research insights
- Text-heady options are hard to quickly scan
- 60% participants scrolled passed the service they were looking for
- Doctor titles in search results don’t always match the service
- Almost half of the services are bellow the fold on landing (3/7)
Assumptions
- Simplifying finding a service will increase booking rates
- Grouping services in sub-categories will declutter the landing page and increase readability
solution: creating a funnel for patients
For our funnel, we came up with 4 different grouping options for our services. We tested our leading solutions with A/B testing and moderated usability testing. Our research validated the solution below. Users can choose among 3 categories and then select the service they need. We also removed confusing doctor titles in the search results. Participants thought it was unnecessary since the service is indicated above.
This solution also allowed the company to expand the number of services they offer without crowding the landing page.
Step 1. Select a category
Step 2. Select a service
Step 3. Select a time/provider
Impact 👊
4-13% ↗️
Increase in bookings across all services, but most notably Urgent Care and Suboxone.
3-6% ↗️
Increase in revenue.