Problem Statment
Receptionists struggle with complex and inefficient appointment systems that hinder productivity and accuracy. A streamlined, intuitive module is needed to simplify scheduling and enhance their workflow.
1. Empathize: Understanding the Users and Their Needs
The first step was to understand the challenges faced by receptionists in IVF clinics, as they are the primary users of the system. We wanted to empathise with their pain points, pressures, and daily frustrations.
Research Methods:
Contextual Inquiry: We observed the work environment of receptionists in three IVF clinics during peak hours to understand their daily routines.
Interviews & Surveys: We conducted interviews with 40-50 receptionists and surveyed 20 more from various clinics to learn about their tasks, stress points, and expectations from the appointment system.
Shadowing: We shadowed receptionists to identify workflow inefficiencies (e.g., double bookings, delays, etc.).
Key Insights:
Receptionists manage over 500 appointments per day across multiple doctors.
Multiple scheduling conflicts, especially with last-minute changes or cancellations, were a common issue.
The existing system was slow and prone to errors, making rescheduling and managing appointments a stressful task.
2. Define: Framing the Problem
With the insights from the Empathize phase, we defined the problem clearly:
Problem Statement:
Receptionists in IVF clinics are overwhelmed by complex, manual appointment management tasks and inefficient scheduling tools. As a result, they experience high stress, frequent scheduling errors, and delayed patient care.
Our goal was to design a solution that would allow receptionists to:
Book and manage appointments quickly (within 30 seconds).
Avoid double bookings and minimize conflicts.
Optimize their workflow so they could handle up to 500+ appointments daily with ease.
3. Ideate: Brainstorming Solutions
In the Ideate phase, we generated several ideas on how to streamline the scheduling process. We used brainstorming and collaborative sketching with our team and stakeholders to come up with the best possible solution.
Some key concepts explored:
Kanban-based boards for each doctor to visualize and manage appointments.
Dropdown filters to allow easy switching between doctors and timeframes.
Smart appointment suggestions based on doctor availability and patient type.
Conflict detection to alert receptionists of potential double bookings.
The goal was to simplify the decision-making process and reduce cognitive load on receptionists.
4. Prototype: Bringing Ideas to Life
Once we had a clear direction, we moved to the Prototyping phase. We created low-fidelity wireframes and high-fidelity interactive prototypes using Figma.
UX Principles to Improve Scheduling Experience
Kanban Layout:
Guided by Cognitive Load Theory, I structured the interface using a Kanban layout, allowing users to visually process and manage complex appointment data with ease.
Drag & Drop Appointment Cards:
Leveraging Fitts’s Law, I enabled intuitive drag-and-drop interactions, making appointment rescheduling quick and efficient.
Filter by Doctor and Date Range:
Based on Hick’s Law, I simplified decision-making by offering focused filtering options, minimizing cognitive load during peak hours.
Smart Calendar with Multiple Views:
Following the principle of Recognition over Recall, I designed calendar views that help users quickly recognize patterns and plan schedules effectively.
Conflict Warnings on Cards:
Implemented Error Prevention (Nielsen’s Heuristics) by showing real-time conflict alerts, reducing booking errors and improving trust in the system.
5. Design and Iteration:
Visual design elements were integrated into the wireframes, aligning with the brand's aesthetics. The dashboard layout was refined based on focus group feedback, ensuring optimal information hierarchy.
