Improved OB/GYN appointment booking
AdventHealth
Year
2025
Role
Senior Product Designer
Product & Problem
AdventHealth is one of the largest nonprofit healthcare systems in the US, delivering whole-person to address body, mind, and spirit.
Their primary consumer-facing product is a custom patient portal — available on web, iOS, and Android — used by roughly 4 million patients to search for doctors, book appointments, and more.
The patient portal lets users schedule with an OB/GYN, but many end up booking the wrong type of appointment.
Appointments often need to be rescheduled or cancelled altogether, leaving patients frustrated and putting extra pressure on providers managing high-risk or time-sensitive care.
Role & Contributions
As the lead product designer on AdventHealth's Search & Scheduling team, I was the sole designer from discovery through delivery.
The problem first came to our team’s attention through clinical stakeholders, so our UX researcher and I sat down with them early on to understand the pain points firsthand.
We learned that this group was mid-transition to a new healthcare management software, and the system’s appointment categories were too rigid to reflect what patients actually need.
The mismatch was making it increasingly difficult to intake new patients. Some practices opted out of online scheduling completely as a workaround.
Key Design Decisions
Separating OB and GYN
Rather than building from scratch, I adapted our existing scheduling component into a tailored version for OB/GYN providers.
I believed splitting up the two specialties would be the simplest way to help users quickly narrow down their appointment options.
Getting the Words Right
Appointment options had to be clear and familiar while accurately mapping to what was available in the system behind-the-scenes.
Through user testing, we found that when the options aligned with patient expectations, it helped them choose the right appointment the first time.
Signaling Urgency
Some appointment options required callouts to help patients understand when their symptoms might need urgent attention.
We tested with two different versions of the design to ensure these alerts were prominent enough without creating friction.
Outcome
The OB/GYN scheduler launched early 2025 on AdventHealth.com. In the first year, we saw a 287% increase in OB/GYN appointments booked online. Scheduling rates doubled compared to the year before.
More importantly, 200+ care providers who avoided online scheduling previously felt confident enough in the new experience to enable it across all markets.