The Result
Establishing a care team is now handled during the initial appointment setup, whereas the business had initially planned to handle it in the accounts. As a result, the discoverability of available appointment times increased by 50%.
The Problem
During a contextual walkthrough, it was revealed that members cannot visually count time or gaps from a list view of available dates. It took one member eight attempts to find a noon time slot. This puts a lot of investigation effort on members to find an appointment that works for them.
Busy Ben
IT manager who struggles with work-life balance who can benefit from virtual visits during lunch breaks. This allows him to avoid traveling and still attend important meetings.
Ben’s Goal
To conveniently find a time that fits his schedule, ideally over his lunch break.
“ I guess I don’t know what four weeks from today is ”
– Root member
Exploring Options A & B
I explored alternative options and reviewed with stakeholders to align on the best fit approach for members and business needs.
Solution Option C
After reviewing both models, it became clear that there is a need to scale for the future growth of doctors but without overwhelming members with too many options. A calendar UI aligns with members' mental model of dates and time. The design system accommodates multiple doctors while reducing the effort required to make decisions.
