Design Research
In the beginning, our team assessed existing digital touch points across the appointing journey based on defined heuristic criteria to identify usability issues.
Next, we incorporated our UX assessment with client’s stakeholder interview results to uncover 7 key opportunities to improve the current state experience. We then created a journey map which highlighted user needs and pain points throughout different stages of the journey.
Co-Creation Workshop
The objective of this workshop is to bring together regional stakeholders, members and digital experience designers to define the future appointing experience. In the workshop, we shared our design research results and facilitated a series of collaborative exercises with our client.
Service Concept Playbook
After the workshop, our team revised and prioritized 8 concepts. For each concept, we brokedown the requirements list which included the data sources required to bring this concept to life.
User flows & Wireframes
Our team created two user flows which included all core concepts. We reduced appointing steps from 12 steps to 5 steps, and enabled multi-appointment booking.
