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TIMELINE
16 Weeks
ROLE
Individual
SOFTWARE
Figma
Redesigning the Dental Clinic
Website for patients and staff
OVERVIEW
This project aimed to identify how we might redesign a better onboarding, booking, and follow-up process to enhance the overall experience of patients and staff at the Dental Clinic.
Problems
PROBLEM #1
Lack of onboarding as a New Patient
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No clear new patient information
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No tab on the navigation bar for new patients
PROBLEM #2
Outdated Booking Form
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No feedback to let patients know what time slots are available
Returning patients have no dedicated way to manage or book follow-up appointment
PROBLEM #3
Patients missing appointments or cancelling
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Patients miss the reminders, so provide clear and more timely notifications to patients
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No option to reschedule by SMS
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Users felt the treatment pages were text-heavy and did not provide the next steps for booking an appointment.
PROBLEM #4
Cognitive overload
Solutions
SOLUTION #1
New Patient Portal
1. Updated navigation tab to include easy access to new patient information
2. View all patient forms
SOLUTION #2
New Booking Process
1. The new portal offers a calendar that displays real-time availability
SOLUTION #3
Updated SMS Reminder
1. Added a link to the booking portal to reschedule
2. Opens in patient portal booking
SOLUTION #4
Improved Treatment Page
1. Concise information
2. Photo Gallery of results (before and after)
3. CTA for booking appointment
Process
Stakeholder Map
The service audit was conducted on-site at the dental clinic to identify areas for improvement within the natural environment.
Persona V2
Based on the insights from the co-creation workshop, I updated my persona that reflects my proposed changes
Service Blueprint V2
Based on the insights from the co-creation workshop, I built an updated service blueprint that reflects my proposed changes for the website
Usability Testing
Based on the outputs from the usability test sessions, these are the final solutions aimed at optimizing the booking and communication process:
Prototypes
Based on the insights from the co-creation workshop, I built an updated service blueprint that reflects my proposed changes for the website
Conclusion
Gather feedback from stakeholders on prototype’s feasibility and effectiveness
Next Steps
Conduct more usability testing with prototypes
After few months roll out solutions
Key Takeaways
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In the beginning, it was a struggle getting permission from a company to let me use their service for this assignment.
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To avoid that problem, I would ask multiple people from the very beginning every day and follow up with them after 1-2 days.