Oshi Health
Content
Design
Publish
Project Background
This feature redesign was defined by my manager, the Sr. Product Designer at Oshi Health, due to high drop-off rates in the appointment booking process. The 33% drop-off rate was significantly impacting new member conversion, making this a high-priority project for the business.
Goals and Considerations
Primary Goal
Design a UI that decreases the 33% drop-off rate during onboarding appointment booking and increases member conversion
Key Considerations
Investigate reasons behind the high drop-off rate
Context of booking doctor's appointments
Target Users
Analyzed Oshi Health data to define my target users:
Residents of the United States
Age 26-55
GI related issues
Competitor Analysis
Examined app store reviews for similar services like ZocDoc and other healthcare booking apps
Identified key features and UI elements
Noted common pain points and areas for improvement in existing solutions
Mapping User Flows
The journey of a user booking an appointment with Oshi Health begins with the user landing on the homepage and progresses through account creation or login, personal information entry, appointment type selection, date and time choice, and final confirmation.
Key decision points and potential drop-off areas are highlighted, showing where my redesign focuses on improving user experience and reducing the 33% drop-off rate.
Problems I Solved
Streamlined the date and time selection process
Reduced user commitment barriers in appointment booking
problem 1
The inefficient date and time selection process is causing user frustration.
The previous appointment booking calendar:
Inefficient use of screen space
Slow loading times, causing user frustration
Limited visibility of available time slots
Lack of clear visual hierarchy for dates and times
Difficulty in comparing availability across different days
Poor mobile responsiveness, leading to suboptimal experience on smaller screens
problem 1
Iterating
With research completed, I started wireframing some ideas. Two concepts stood out, and I presented these to my team to get feedback.
Concept 1: Multi-Day Appointment Grid
This concept was discarded because Oshi's 20-30 daily appointment slots would require excessive scrolling, potentially frustrating users.
Concept 2: Scrollable Daily Timeslots
problem 2
Users don't want to commit to making an appointment.
Reduce booking anxiety by emphasizing flexibility and transparency:
Highlight easy cancellation and rescheduling options
Provide clear information about appointment process and expectations
Offer reassuring messaging throughout the booking flow
problem 2
Final Proposed Design
UX Improvements
- Refreshed UI
Usability Testing
Testing Results
I got data from:
Screen recordings
Time to complete tasks
Likert ratings
Heat maps
Testing Results Summary
Engineering Specs
I created a dynamic design for various viewports that adapts seamlessly across mobile and desktop environments.
The design adjusts typography, spacing, and interactive elements to ensure optimal user experience on all devices, from smartphones to large desktop monitors.
I held a detailed review session with the engineering team. We discussed the responsive behavior, potential technical challenges, and optimal solutions for maintaining design integrity across all viewports.
Final Designs
Based on research data, we implemented my design. A click-through prototype can be viewed below.
✔️ Faster conversion: Weekly layout encourages users to book their appointment asap
✔️ Scalable: Better use of screen space
✔️ Scannable: Dates with no availability disabled, CTA disabled until valid date and time selected
✔️ Speed improvements: Loading one week at a time is faster than loading one month
