A clinic booking flow that is faster than calling
Patients abandon online booking when it feels slower than picking up the phone. This concept rebuilds the booking flow for a fictional physiotherapy clinic, Northside Physio, so that a returning or new patient can book in under a minute.
Self-initiated design study. Not a client project.
The problem
In this scenario the existing booking widget asks patients to choose a practitioner first. New patients do not know the names, so they call reception instead. Evening and weekend demand, when reception is closed, mostly goes unanswered.
Design decisions
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Start with the reason for the visit
Patients choose what they need, such as a first assessment or a follow-up. The system matches practitioners and appointment length behind the scenes.
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Show the next free times immediately
The first screen already lists the next available slots across all suitable practitioners, with a calendar for later dates.
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Ask only for what the clinic needs today
Name, phone, email and an optional note. Medical history forms are sent later, once the appointment is confirmed.
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Confirmation that answers the next question
Calendar file, address with directions, what to bring, and a link to reschedule without calling.
What we would measure
- Share of bookings made online
- Calls to reception about bookings
- Bookings made outside opening hours
- Reschedules and no-shows
Services involved
Let us build the website that keeps working after you log off.
One conversation, no obligation. You will come away knowing where your current site is losing business, whether you work with us or not.
Email us: mahnovasdigital@gmail.com