QuickMD is a telehealth platform dedicated to providing accessible care to services including urgent care, counseling, weight loss, and more to patients nationwide.

When patients can't book visits through our app due to technical issues or scheduling conflicts, our internal support team becomes the bridge to receiving care.

However, our team lacks an efficient way to book visits. The existing process forces the team to cross-reference a provider's calendar in a separate tab to select an appropriate visit time. There's also no way to switch providers without having to go back to the previous screen and restart their manual search again.

This disjointed experience doesn't just affect the internal team, but can impact the patient experience with delays in care leading to lower satisfaction.

Before jumping into design, I connected with my PM to ensure I'm understanding the scope. This led to a scope increase since we included the rescheduling flow in this project.

Once the full scope was ironed out, I leveraged existing design patterns to explore several iterations before proposing two different designs to my PM and VA Lead. This collaboration ensured all use cases were covered and user and business goals were being met.

A streamlined booking experience that incorporates an additional flow entry point, a proper search feature, and the ability to override a provider's availability.

This solution was successfully implemented and led to reduced manual work, reduced booking time, and improved user satisfaction.

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