Booking a clinic visit in under a minute
Tendwell runs booking for 120 clinics. Patients booked by phone or gave up on a long form. We rebuilt booking around a single question: when can I see someone?
Role: Product designer
Booking completion
84%
of bookings finished, up from 61%
Missed visits
−22%
after reminders with one-tap reschedule
Time to book
50 s
median booking time, down from 4 minutes
One flow
The same booking flow now runs in all 120 clinics
Measured three months after launch
(01) The problem
Every clinic had its own booking form, some with 14 fields. Older patients struggled with small text and dropdowns, and many gave up and called instead.
14
fields in the longest booking form
39%
of online bookings abandoned
1 in 8
visits missed without notice
(02) Approach
Four steps, each with a number we agreed on before we started.
01 · Sit at the front desk
A week at four clinics, listening to booking calls and watching patients try to book.
02 · Lead with free slots
Booking opens on the next free times, not a form. Patient details come after.
03 · Test for access
Large text, strong contrast and screen reader checks, tested with patients over 60.
04 · Ship in slices
Booking shipped first, then reminders, then one-tap reschedule. Each slice had one metric.
(05) Kind words
Joana Pires
VP Operations, Crewdock
Tom Keller
Engineering Manager, Ledgerline
Aisha Naidoo
Head of Product, Tendwell
“She turned a booking flow patients avoided into one they finish in under a minute. Our support queue noticed first.”
Aisha Naidoo · Head of Product, Tendwell
