MembersHealth
Booking
Improving Efficiency in a Healthcare Booking System
MembersHealth is a service that brings together medical doctors and mental health clinicians to deliver comprehensive and compassionate care.
Team
Team of Two
Role
Product Design (UI/UX),
User Research
Timeline
2 Weeks
(MAR. 2024 - APR. 2024)
Tools
Figma, Webflow, Simplybook.me
Understanding the Problem
Context
Our organization uses a general purpose SaaS booking system (Simplybook.me) to manage healthcare service appointments. However, because this software is not specialized for healthcare bookings, we faced limitations in customizing workflows to meet our needs.
One major issue was the lack of user accounts or a login system. Every time a user booked an appointment online, they were treated as a new user, even if they had booked before, which caused:
Users to repeatedly fill out the same details every time they booked online.
The CareTeam to manually verify if a user was new or returning, delaying onboarding.
The Call Center Team to manually enter phone bookings, which could result in duplicate records or errors.
These inefficiencies slowed down onboarding, increased administrative workload, and created an inconsistent user experience.
"How might we improve the booking system to reduce redundancy for users while enabling the CareTeam to efficiently onboard members within the constraints Simplybook.me?"
Goals & Objectives
Introduce a login/sign-up feature to prevent users from having to enter the same information repeatedly.
Enable the Care Team to quickly identify new vs. returning users and streamline onboarding.
Implement a tagging system that classifies users
Ensure a seamless experience for both online and phone bookings, so the Call Center Team’s entries align with the new system
Research & Discovery
User Interviews
To better understand the pain points, we conducted interviews with three key groups affected by the system:
Users – To gather feedback on frustrations with the booking experience.
CareTeam – To learn about challenges in manually sorting and onboarding new users in a timely manner.
Call Centre Representatives – To understand the complexities of handling phone-based bookings and manual data entry.
Tom
Tom - Client
"I have to re-enter my details every time I book an appointment, and it’s so frustrating. I wish the system could just remember me so I don’t have to keep filling out the same form over and over.”
Key takeaway: Users were annoyed by the repetitive form-filling process and wanted a way to retain their information.
Jasmin
Jasmin - Careteam
“Every time a booking comes in, we have to manually check if the user is new or returning. It slows us down, and sometimes mistakes happen, which can delay onboarding.”
Key takeaway: The lack of user accounts made it difficult for the admin team to efficiently sort and onboard users, leading to extra work and potential errors.
Debby
Debby - Call Centre
“When users call in to book, we have to manually enter their information into the system. If they’ve booked before, we might not even realize it right away, which makes things confusing.”
Key takeaway: The call centre team had no easy way to verify if a caller was an existing user, leading to inefficiencies and confusion during manual data entry.
Constraints & Challenges
Limited Customization: The Simplybook.me platform had restricted options for modifying the booking experience.
HIPAA Compliance: We had to limit stored user data while still improving efficiency.
Multi-Channel Complexity: Since users could book online or via phone, both needed to work seamlessly together.
Ideation & Solution
Proposed Solution
Sign-Up/Login Feature: Users can now create an account to retain booking history.
Tagging System: Automatically labels users as "New" or "Returning", helping the Care Team onboard efficiently.
Form Modifications: Adjusted the form to integrate login while maintaining compliance.
Phone Booking Integration: Call Centere reps can now manually tag users when entering bookings.
User Flow
Simplybook.me user flow
Call Centre user flow
Booking flow has now a login and sign-up function.
Clients can also be manually added on the platform which helped with cleaning up the database and filling in missing information. Adding a tagging system allowed us to sort the users further.
Testing & Validation
User Testing
Finding: Users completed bookings 50% faster after introducing login.
Care Team Testing
Finding: Onboarding was 40% faster, reducing manual sorting.
Call Center Testing
Finding: Duplicate records decreased by 25% after implementing tagging.
Impact & Results
50% reduction in user form completion time
40% faster onboarding for the Care Team
25% fewer duplicate records from phone bookings
30% decrease in manual sorting efforts
Lessons Learned & Next Steps
Key Takeaways
Balancing usability with compliance is critical - small form changes had a big impact.
Admin experience matters - Care Team efficiency improved significantly.
SaaS constraints push creative problem-solving - workarounds like tagging can still drive major improvements.
Next Steps
Enhance login security (SSO, passwordless login, etc.)
Develop a user dashboard for appointment tracking
Explore a more robust health appointment booking system
Final Thoughts
This project was very challenging due to the many constraints we had with the system and the stakeholders.
By focusing on both user experience and operational efficiency, we transformed a manual, frustrating process into a seamless and scalable system all while working within the Simplybook.me constraints and the needs of all the users.