CONTEXT

Overview

Aesthetic Record is a HIPAA-compliant electronic medical record platform used by approximately 50 clinics to manage provider schedules and book patient appointments.

I led the end-to-end redesign of the AR mobile calendar experience in collaboration with a product manager and two developers. The redesigned feature was shipped and integrated into the live app.

Problem

Across 50 clinics, 3–5 appointment coordinators per location manage an average of 30–50 patients daily. The outdated calendar features made it difficult to compare provider schedules, identify availability, and quickly book appointments.

This resulted in:

• Delays in scheduling

• Missed appointments

• Miscommunication between staff and providers

• Increased administrative burden

Because scheduling is a core operational workflow, inefficiencies directly impact clinic productivity and patient retention.

RESEARCH

Survey

I created an online survey to quickly collect feedback on the coordinator’s pain points and priorities of booking experiences from various clinics. I received 80 responses from 10 clinics.

Secondary Research

I researched prominent calendar and booking app platforms such as Google Calendar, Outlook Calendar, and Calendly widely utilized by numerous users. I carefully analyzed essential features such as schedule view options and scheduling appointments to add to the AR Calendar.

Interview

I also conducted 10 user interviews with coordinators across different clinics to ask about the overall flow of the calendar features. The main takeaway was:

• The calendar feature does not allow the user to view the overall providers’ schedules in an orderly timeline to check- in patients quickly.

• Users are not provided with the exact timeline of the day when the provider is available and blocked schedule to book appointments for patients.

• Users encounter challenges editing, viewing, and canceling appointments for patients.

IDEATION

Feature Ideation

After several discussions with the product manager and developers, I created a concept to organize the calendar screen based on key insights.

First, we decided to include multiple viewing options such as a day, week, month, and list view of all providers with a timeline table, offering various navigation to view the provider's schedule and availability.

Second, we wanted to integrate an advanced filtering system that allows coordinators to select multiple providers to view schedules. This functionality aims to compare the schedules of multiple providers, making it smooth to find the next available provider for patients to receive medical treatment.

Lastly, we aimed to create a booking system with additional features to ensure flexibility in editing appointments for coordinators.

High to Low Priority

After identifying potential calendar features, our team used a prioritization matrix to establish a hierarchy of high-to-low-priority features to inform the user flow.

User Flow

We focused on organizing how users navigate through the features based on a priority matrix. We first tackled the user flow for the day view feature. Since the flow for the week and month views were similar, we concentrated on improving the process for the day view specifically.

IMPROVEMENT

User Testing

Before finalizing the product, I conducted usability testing by giving out tasks to 6 coordinators to ensure the success of user experience. The goals of usability testing were to understand the flow of the overall app, uncover problems,and navigate to complete tasks.

Testing Result

• 95% completed the task of clicking different calendar views, comparing schedules, filtering providers and editing appointments.

• However, 60% of users failed to locate the list of all provider’s schedules for the day.

• 50% of users commented that they found the filtering process to betoo complicated due to the number of screens to click and exit.

Improvements

From user testing sessions, I reviewed the filter system and icons and made the following adjustments:

• Simplify the steps of the filter system by eliminating the need for multiple screens and an exit button to apply filters

• Introduce new, intuitive icons that make it effortless for users to find the providers' list view and apply filters

Simplified Filter System

Comprehensive Icons

FINAL DESIGN

Final Product