Role
Product Design Intern
June 2023 - August 2023
Toolbox
Figma
Jira
What I Did
Team
Sr. Product Designer
Product Manager
Dir. of Product
Dir. of Marketing
VP of Product & Marketing
At-a-Glance
I took on this redesign project to address a critical 33% drop-off rate in Oshi's appointment booking flow. I saw an opportunity to dive deep into this challenge during my internship and develop solutions to improve member conversion.
PROJECT BACKGROUND
1 in 3 users do not make it past appointment booking.
The 33% drop-off rate during appointment booking was significantly impacting new member conversion, making this a high-priority project for the business.
Sign-up drop-off data
DISCOVERY
01
COMPETITOR ANALYSIS
I identified key features and UI elements of competitors.
Examined app store reviews for similar services like ZocDoc and other healthcare booking apps
Noted common pain points and areas for improvement in existing solutions
USER FLOWS
Understanding the appointment booking journey.
The appointment booking journey spans from homepage to final confirmation, with users progressing through account creation, personal info, and scheduling steps.
My redesign targets key friction points where users drop off.
IDENTIFY AND ITERATE
02
I solved 2 main problems.
Streamlined the date and time selection process
Reduced user commitment barriers in appointment booking
Problem 1: date and time selection
The inefficient date and time selection process is causing user frustration.
The previous appointment booking calendar:
Inefficient use of screen space
Slow loading times
Limited visibility of available time slots
Difficulty in comparing availability across different days
Poor mobile responsiveness for smaller screens
Previous Appointment Booking Calendar
problem 1: date and time selection
Improving the date and time selector.
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 Time Slots
First Draft
Second Draft
problem 2: BOOKING ANXIETY
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
MILESTONE
03
final proposed design
A new design for stress-free appointment booking.
USER TESTING
04
USER TESTING
Validating my designs.
A/B testing with 180 U.S. participants who have chronic conditions showed my design outperformed the original across all metrics.
I focused on realistic tasks like "Make an appointment for Thursday, June 15 at 7:30 in the morning." Results were measured through task completion metrics, Likert scales, and qualitative feedback.
A: My Proposed Design
B: Previous Calendar Design
Looking at the data…
I got data from:
Screen recordings
Time to complete tasks
Likert ratings
Heat maps
My design performed better against various metrics.
Given the data, my stakeholders and I agreed to move forward with my design.
EXECUTION
05
I held a detailed review session with the engineering team.
We went over the specs I created, and discussed the responsive behavior, potential technical challenges, and optimal solutions for maintaining design integrity across all viewports.
Final designs: enhanced speed, scale & usability.
✔️ 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
