Dental Reservation Service
It's a mini program redesign to optimize customer reservation experience at the Smilist dental service.
Time: 48 hours
Team: Solo Project
The Smilist Dental- Reservation Redesign
This is a redesign exercise:
The Smilist Dental is a local dental web service around New York, Long Island, and the New Jersey area.
Patients ignore or do not allow access location on the reservation page.
Patients care more about getting an appointment soon rather than going to the closest location.
Patients are confused by location selection UX
48 hours redesign
Offer multiple choice for patients to get the location access
Easy select appointment schedule
Searching specialty by category
Here is my redesign process:
Testing (test current reservation page problem or what should improve)
Before redesign process
I tried it out of the online booking service. I found some parts which makes the user confused:
Ask user the location permission (no other options)
Offer specialties in a long list to patients
Have to click every single place on the map to see which dentist is available
Couldn't show patients how many locations are available around their area (even allow the location access)
I also tried several companies product which offers similar service as the Smilist Dental. I got some analysis in below:
After all the booking service testing and competitive analysis, I created a User story to help redesign the service, make it efficient for all the patients.
From testing and analysis, here are some key insights:
Offer multiple choices: zip code, address, location permission, etc.
Searching by category specialty
Add calendar: select appointment date
I focus on five parts to assist patients from online service:
Long list to one-page booking system
Change the Long list to one-page booking system. The users can easy to make an appointment with the Smilist Dental service. No more endless slider mode. Also, add a campaign banner to give an assistant and business help.
Users can type related service names or letters in the searching service. The system will show the most related results to users. Also, users able to access all services in the popup menu.
Offer three options to the user when the mouse hovers the location icon to allow " location" / input address/zip code; If users input wrong information, an error message will show up.
Calendar & Insurance
The system will offer the most popular insurance to users. The users also can type their insurance name either click no insurance. Also, users can access the calendar to make an appointment whatever they want.
The backend system will base users' input information to recommended the closest location to users. Users can see detailed information and available dates/times regarding the dentists. Also, users can change location or dates anytime.
Users able to change location range, in case users want to find the best place for themselves. The blue dot is the user's location which the system will show on the map. The users will easy to see how many dental services around them. Mouse "hover" on each place, the service detail will popup.
Then based on the functions, I created an IA Map to helped us understand how the patient navigate through the website.
Simple, helpful, and Easy to use
Although I finished designing for the Smilist dental reservation service, this is far from the end. However, through this design process, I learned that this type of products' services must be simple, helpful, and easy to use. In addition, getting users' feedback should be collected regularly for further iteration and improvement.