Simplifying provider search & scheduling at scale
Redesigned provider search and scheduling experience
Led a cross-functional redesign of find a doctor, aligning research, content, product, engineering, and clinical stakeholders to reduce friction and increase online scheduling.
My role
Lead UX Designer, Researcher
Teams
UX, Product, Content, Development, Clinical, Legal
Timeline
8 months. Launched Jan 2022.
The Challenge
How might we design a simple and intuitive experience for finding and scheduling care, so users can trust the information they find?
Goals
Reduce frustration - eliminate dead-ends and search confusion
Better filtering - insurance accepted, reviews, availability, preferences
Boost scheduling - increase self-service appointment bookings
Research & Insights
We gained a better understanding of the problem after conducting a competitive analysis, heuristic review, user journey mapping, and reading through customer feedback surveys.
Competitive analysis: It was common among competitors to have smart search with auto-suggest, upfront scheduling calendars, and alternative scheduling pathways.
Broken search: Searching by doctor name failed unless exact spelling was known - fuzzy matching was completely absent.
Missing filters: No way to filter by insurance or review score, forcing manual comparison across providers.
Broken scheduling: The appointment iFrame occasionally had outdated data - the most critical task in the flow was unreliable.
Location gap: No way to browse all providers at a single location - a significant mental model mismatch for users thinking by clinic, not by name.
Impact
Increased online scheduling: Increased self-service bookings by surfacing availability upfront and reducing scheduling drop-offs
Decreased dead-end searches: auto-suggest and fuzzy matching dramatically reduced unrelated results and abandoned searches
New filters: insurance accepted, ages seen, and accepting new patients filters will be added to search results
Takeaways & Next Steps
What we learned
Location search needs work: Location-based filtering was identified as a gap - a strong opportunity for the next iteration.
Back-end drives front-end UX: The most impactful UX win came from improving the search engine, not just the UI.
Cross-functional alignment is key: Clinical and Legal reviews added time but ensured trust and accuracy in provider data.
What's next
Redesign location-based search and filtering
Add map view to search results page
Explore provider review display & rating system
A/B test CTA copy for online scheduling
Audit accessibility across all new userflows
