Designed a provider comparison tool to reduce decision-making time and increase appointment bookings
42%
users who viewed 3+ providers used the comparison tool
23%
higher appointment booking rate
35%
reduction in time from search → appointment booking
PRIMARY GOAL
How might we help patients compare providers on the factors that drive their decision so they can book appointments faster and with more confidence?
DURATION
4 Weeks
MY ROLE
Led research, design, and iteration.
Partnered with senior designers, design system team, and engineering.
TEAM
Matthew Malia - Senior Product Manager
Sarah Driscol - Product Design Manager
Thais Toma - Research partner
CHALLENGE
Patients often struggle to find and compare healthcare providers due to fragmented information and the overwhelming number of options available. This results in poor decision-making, frustration, and delays in receiving care.
BRAINSTORMING
Conducted a collaborative session to rank the decision making factors for a user based on existing research and human mental model
The upgrade blocker wasn't price. It was invisible value.
COMPETITIVE ANALYSIS
I worked with the PM to map opportunities against effort vs. impact based on pod capacity
SOLUTION
I used Claude to generate divergent layout directions for a personalised feature usage report card that makes the value gap impossible to ignore.
From a list of ideas this proved to be high impact low effort idea
DIRECTION 1
Selected Category View
Familiar pattern since users already understood provider cards from search results
Minimal layout changes from existing UI so low engineering lift
Users could only view one category and one card at a time
Sequential comparison requires user to scroll up and down to see older cards
DIRECTION 1
Selected Category View
Familiar pattern since users already understood provider cards from search results
Minimal layout changes from existing UI so low engineering lift
Users could only view one category and one card at a time
Sequential comparison requires user to scroll up and down to see older cards
DIRECTION 1
Selected Category View
Familiar pattern since users already understood provider cards from search results
Minimal layout changes from existing UI so low engineering lift
Users could only view one category and one card at a time
Sequential comparison requires user to scroll up and down to see older cards
DIRECTION 1
Selected Category View
Familiar pattern since users already understood provider cards from search results
Minimal layout changes from existing UI so low engineering lift
Users could only view one category and one card at a time
Sequential comparison requires user to scroll up and down to see older cards
CHALLENGES
Due to limited engineering resources, instead of building the full in-product system, I utilized Pendo, Braze and Sigma to solve this at low cost.
CHALLENGES