NEW HOME PAGE

Pain point: Home page's UI was outdated and had no navigation features.

​

Solution: I updated the UI/UX of the website and added a "Book Appointment" button (after I moved all appointments to an online booking system)!

New Online Booking System: SETMORE

Pain points:

(1) Patients either had to book appointments in person or over the phone.

(2) Staff had to share ONE appointment book.

(3) Impossible to find out when a patient booked an appointment if they ever called to check.

​

Solution: I moved our scheduling to an online appointment booking system.

ABOUT INFO & Pricing

Pain point: Many patients had no way of finding out pricing since it wasn't listed on the old website. Patients would often have to call to ask solely about pricing.

​

Solution: I clearly listed different prices for each exam on the home page of the website with information about what each exam entail.

FAQs Section

Pain point: There were several questions that patients would ask repeatedly when our staff would answer the phone. Staff would have to spend more time on the phone answering these questions when they could've been productive with other tasks.

​

Solution: FAQs were posted on the home page so any website visitor would likely have their questions answered and not have to call.

Directions & contact us section

Pain point: Patients often didn't know that our office was inside of a Costco and would frequently ask us for directions. They also often needed our email in order to send us certain information.

​

Solution: I created a page with our location and contact information so that patients could find us more easily.

QR CODE OUTSIDE

Pain point: After creating the online booking, patients still didn't have a way of accessing the booking link unless we told them in-person or over the phone.

​

Solution: I created a document that had a scannable QR code which I posted outside of our door. If our office was too busy or closed, patients could scan the QR code with their phone and book themselves an appointment.

BUSINESS CARD STAMP

Pain point: Patients often wanted to book an appointment but they didn't know a time yet. They would take our business card and say that they'd call back later to schedule. This meant that staff would still have to book their appointment for them over the phone, taking them away from other office tasks.

​

Solution: I bought a custom stamp that had the link to our booking site so that we could stamp the back of our business cards. Patients now had the booking link when they took the card home with them!

WEAVE

Pain point: There were still too many appointment-related voicemails that we needed to get back to each day since the only ways patients could get the booking link were by visiting in-person OR through our office website.

​

Solution: I signed us up for "Weave", a texting software for landline phone numbers. For any missed voicemail, we could send the caller an automated text with the link to our office website. Here, they could book an appointment, learn about pricing, and have any FAQs answered, which reduced staff labor immensely!