Booking is not the problem
Patients booked appointments easily. They simply forgot, or their circumstances changed and rescheduling felt heavier than not showing up. The design problem sat after booking, not during it.
A reschedule-first model
I made rescheduling a one-tap action available in every reminder, with three suggested slots based on the patient's previous visit patterns. Cancelling became equally easy, which felt counterintuitive to the client until the freed slots started filling.
Small type, big stakes
Clinical products live and die on legibility. I rebuilt the type scale around a 17px base, widened line height on all patient-facing copy, and tested contrast at every state on three real devices in a waiting room.
Results
No-shows fell by sixty percent across four clinics in the first two months, and slot utilisation rose by nineteen percent without adding staff.
