Lumen Health

Lumen Health’s booking form asked patients to repeat information and left appointment times until the last step. People often called the clinic instead of finishing online.

We started with the steps patients needed to take, bringing available times forward and removing repeated questions. Each screen had to be easy to follow on a phone.

We designed and built a shorter booking flow, with clear appointment choices and simple form steps. A shared design system keeps new services consistent with the rest of the experience.

After launch, more patients finished their bookings online and fewer needed to call the clinic. The shorter flow also cut the time it took to choose and confirm an appointment.

“Booking finally feels as straightforward as it should.”

Mara Ellis, Clinic Director

Outcomes

• +30% completed bookings

• -50% booking time

• -20% booking calls