Online booking for a chain of 23 physio clinics, designed with the receptionists who used to take every call.
[02]
Every Quayside clinic took bookings by phone. Receptionists spent the first two hours of each day on hold music and callbacks, and patients who called after six had to try again tomorrow.
An earlier booking widget failed because it asked patients to choose a treatment type they didn’t know the name of.
[03]
I spent four mornings on reception desks, listening to calls. Patients describe where it hurts, not what treatment they need. So the new flow starts with a body map and a plain question: what’s bothering you?
Receptionists got a shared day view that shows online bookings arriving in real time, with one tap to move or merge them.
[05]
Within six months 61% of bookings were made online, and the clinics took 2,400 fewer phone calls a week. The receptionists now spend that time with the people in the waiting room.
No-shows fell 19% after we added a one-tap reschedule link to the reminder text.
[06]
The best research happened at the desk, not in the interview room. Watching one real call taught me more than a week of scripted sessions.
[07]
MORE WORK
Payroll for freelancers, rebuilt so a monthly pay run takes four minutes instead of an afternoon.
Online booking for a chain of 23 physio clinics, designed with the receptionists who used to take every call.
A furniture store that sold mostly in person. The new shop explains fabrics, sizes and lead times before anyone has to ask.
