Easier appointments for patients

Overview

G.U, a hearing clinic, had difficulty managing their six communication, leading to many missed calls and negative feedback.

As a consequence, patients found it challenging to schedule appointments, which was worsened by a lack of digital presence.

Role

UX Designer

User Research, Wireframing, Prototype and Testing

2024

01. Research

We were the only ones not using WhatsApp Business

  • 20% of users reported dissatisfaction with the appointment system

  • 10% expressed not receiving responses to their inquiries - (Customer Feedback)

  • All competitors used WhatsApp Business as standard for appointment bookings - (Benchmark)

  • 40% of patients preferred text based appointments - (Survey)

02. Stakeholder Interview

Keeping it simple but coherent

  • Low cost

  • Solutions for non-tech-savvy owners

  • Owners preferred personal attention over automated systems

“We basically don’t exist online”
— Owners

03. Analysis

Time for an update

  • More information online might reduce calls

  • Prioritise text communication based systems for hearing-impaired clients

  • Design for low connectivity, given the clinic is located in South America

  • Ensure inclusivity by offering SMS appointment options for those without smartphones or WhatsApp access, common in developing countries

04. Solution

Lite Website + WhatsApp Business

  1. Streamlining Communications: Smartphone line for WA Business and texts + landline. Other channels, like instagram and Google Profile should point in the same direction

  2. Improving Digital Presence: Create a complete, lite website highlighting WA Business as the main channel for appointments + Complete Google Profile with opening hours, pictures and ask for positive reviews

  3. Adopting WhatsApp Business: Create a WhatsApp Business profile and complete the information with opening hours, services and link the landline and website for more info

05. Design

Pointing at just one direction

  • White, blue, clear and professional

  • 4PX Spacing System

  • Responsive

  • Lite images and communication alternatives for accessibility

05. Launch

Well, it worked!

As a result:

  • 43% More Profile Visits: people started to find the clinic online

  • 109 More Monthly Interactions: this includes clicking on links, making calls, sending messages, or engaging with content

  • 0% Complaints: appointments were being booked with no missed calls

06. Conclusion

Little changes go a long way

  • Sometimes a simple, easy solution fix most problems

  • The owners decided to carry out user satisfaction surveys to keep improving the services.

  • Future Preparation for scalability: Be ready to integrate automation in case the number of patients using WhatsApp Business increases significantly.