Booking Experience

Ready offers a hybrid urgent care model, bridging telehealth and in-person services. Patients receive quality care and COVID testing at home, 12 hours a day, 365 days a year, with support from medical professionals and clinicians.

I served as the design lead for both the patient and clinician experience.

Before Fall 2020, all bookings were exclusively conducted via phone, lacking a digital self-service option. Following the introduction of in-home COVID testing, 95% of bookings were for this service, driving a surge in demand. Phone bookings were time-consuming due to the extended process of gathering patient information, handling inquiries, and coordinating responders, often leading to follow-up calls for confirmation.

My goal was to launch Ready's inaugural digital booking system in order to: optimize operations, boost patient volume, and gather insights for both business improvement and a future native app.

I conducted extensive research, including listening to 30 patient calls, which revealed common themes of patient uncertainty about costs and insurance, as well as apprehension regarding appointment confirmations.

Additionally, I performed competitive analysis within the healthcare industry and explored analogous examples like Uber, Lyft, and Instacart for on-demand experience inspiration.

I also interviewed customer experience and domain experts to better understand existing booking pain points and potential solutions.

In my design approach, I prioritized the following:

1. MVP Focus: Emphasizing functionality and usability for initial release, with plans for refinements.
2. Mobile-First Design: Prioritizing mobile usability.
3. Conversion Optimization: Minimizing steps and addressing user research findings to enhance conversion rates.

User-Centric Approach: Keeping in mind that patients booking visits may not feel their best and aiming for a positive user experience.

Within just one month of launch, we transitioned 80% of bookings to convenient online self-service, marking a significant shift from 100% phone bookings. During a three-month peak period, we achieved a 515-hour weekly reduction in customer service call time. This online booking tool has become integral to our range of services. Notably, in two months since launch, we've delivered care to patients 49,400 times.