Booking flow
project overview
Redesigning availability and patient booking experience to reduce dead-ends, improve transparency and increase conversion.
project type
Product
year
2026
my role
Senior Product Designer
client
docplanner
My contribution: • Led the redesign of the booking flow • Ran A/B tests on availability models & authentication experiments • Built functional prototypes connected to the codebase to validate flows in real conditions • Led user interviews and analysed drop-off signals • Worked with engineering to modernise and rebuild the flow (moved from monolith to monorepo)
Users were trying to book a service, but the experience changed depending on where they entered. Some users were pushed into preselected services, saw unavailable times, or couldn’t easily change key options like service, location, insurance or availability.
Before Personal data was collected late in the flow, leading to duplicate accounts, lost bookings, and security risks. After Introduced early authentication to streamline the flow, improve account quality, and create a more secure, seamless experience for returning users. Gradually rolled out and tested per market to ensure no significant negative impact on booking volume.
Impact +10.49% booking conversion Reduced drop-off Reduced booking errors Reduced support tickets Improved internal UX score: noise, time to completion, clicks
