problem
Patients had to wait in long lines, make endless calls, or show up in person just to book a doctor's appointment. On the hospital side, there was no centralized way to manage queues or track doctor availability. The result? Missed appointments, scheduling mistakes, and frustrated patients.
my process
To understand the full picture, I spent time inside real hospitals, observing how appointments were scheduled and what tools staff used. I spoke with both patients and admins to hear where things broke down. These insights helped me define key workflows, build personas, and shape the foundation of the product experience.
user challenges
From complicated booking flows to missing feedback loops, these problems were affecting both patients and hospital operations.
user personas
Understanding the users
Research revealed two core user types: hospital admins who needed control and clarity, and patients who wanted a simpler way to book care. These personas grounded our design choices and helped us stay focused on real-life needs throughout the project.
ideation
My goal was to design features that fit naturally into what users were already doing—just in a more efficient way. I took insights from field research and translated them into clear, practical features that directly addressed patient pain points and hospital limitations.
information architecture
The new IA let users browse doctors and hospitals without logging in removing a major blocker for first-time patients. This approach was grounded in real workflows.
design execution
For hospitals
Built for real-world workflows
The hospital dashboard makes it easy to manage patient queues and view doctor schedules even with last-minute changes. It’s designed for speed, clarity, and flexibility
For patients
Trust before sign-up
Many users were hesitant to create an account upfront. So I designed the experience to show available doctors, fees, and hospitals before asking for sign-up giving patients control and building trust early on.
user feedback
Hospitals often preferred assigning queue numbers instead of fixed time slots due to unpredictable schedules. In response, I designed a flexible system that supports both options. Hospitals can now choose between time-based or number-based bookings—giving them the freedom to run things their way
