Clinic booking in three decisions
How a specialty clinic's booking journey changes when it's designed around the patient's three real questions.
The situation
A patient looking for a specialist usually wants to know three things: is this the right doctor for my problem, when can I be seen, and how do I confirm. Typical clinic flows ask for personal details before answering any of them.
What typically goes wrong
- A long form appears before any availability is shown
- Specialties listed by internal department names
- Confirmation by a phone call 'within 24 hours'
Design decisions
- 01
Start from the symptom, not the department
Patients describe problems, not department names. The first step lets them choose what they need help with and maps it to the right specialist.
- 02
Show availability before asking for anything
Seeing real time slots early answers the question that decides whether someone continues at all.
- 03
Ask only for what confirmation needs
Name and phone number come last, once the patient has already chosen a slot and has a reason to share them.
- 04
Confirm where patients already are
Confirmation and reminders arrive through WhatsApp, a channel many patients in the region already use every day.
This is a self-initiated concept created by NEXM to demonstrate an approach. It is not a client project, and it does not represent a real company's product or results.
Related services
Tell us what isn't working. We'll tell you honestly what we'd change.
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