Royal Park Medical
Book an appointment with ease
Royal Park Medical
Book an appointment with ease
Problem
Problem
Booking an appointment at Royal Park Medical was often frustrating for users. Many booked online due to limited time and the need for flexibility, but website usability issues—unclear navigation and information overload—made simple tasks cumbersome.
Patients preferred seeing their regular doctor, and booking with others, such as in urgent situations, was equally stressful. Ultimately, users wanted a clear, mobile-friendly system for quick access to preferred doctors.
Booking an appointment and visiting a doctor is a routine task for most people, but for users booking online at Royal Park Medical, the experience isn’t always simple or seamless. Most users book online because they are time-poor and need the flexibility to book outside of practice hours. On top of this, many are dealing with feelings of anxiety and a general sense of unease towards medical visits, which can make the process even more frustrating.
Interviews showed that patients typically prefer to book with their regular doctor. In cases where they book with someone else — such as during urgent situations or when their usual doctor is unavailable — the experience is often just as frustrating. Usability issues on the website, such as unclear navigation and information overload, made even simple tasks more time-consuming than necessary. Ultimately, patients want a clear, mobile-friendly booking system that supports quick access to their preferred doctor and streamlines the process.
Solution
Solution
The redesign focused on four key user journeys: booking with a regular doctor, booking with a new doctor, new patient registration, and prescription requests. For regular bookings, the interface was simplified: doctors were listed alphabetically with headshots and pronouns, and appointment times appeared only after selecting a doctor, reducing cognitive load.
A dynamic digital ‘New Patient Form’ allowed users to complete paperwork ahead of visits without feeling overwhelmed. A streamlined prescription request flow enabled repeat scripts without a full consult, reviewed by the relevant medical professional.
The redesign focused on four key user journeys: booking with a regular doctor, booking with a new doctor, new patient registration, and prescription requests. For regular bookings, the interface was simplified: doctors were listed alphabetically with headshots and pronouns, and appointment times appeared only after selecting a doctor, reducing cognitive load.
A dynamic digital ‘New Patient Form’ allowed users to complete paperwork ahead of visits without feeling overwhelmed. A streamlined prescription request flow enabled repeat scripts without a full consult, reviewed by the relevant medical professional.
Result
Result
Although this project was created as part of a design course and doesn't exist in the real world, user testing conducted so far offers valuable insights. Testing the design revealed the new digital experience effectively streamlines the booking process — enabling users to complete their task with minimal frustration.
Although this project was created as part of a design course and doesn't exist in the real world, user testing conducted so far offers valuable insights. Testing the design revealed the new digital experience effectively streamlines the booking process — enabling users to complete their task with minimal frustration.
Jezclaridge@gmail.com
I acknowledge Aboriginal & Torres Strait Islander peoples as the traditional custodians of country throughout Australia. I work on the lands of the Wurundjeri people of the Kulin Nation and pay my respects to their elders past, present and emerging.
Jezclaridge@gmail.com
I acknowledge Aboriginal & Torres Strait Islander peoples as the traditional custodians of country throughout Australia. I work on the lands of the Wurundjeri people of the Kulin Nation and pay my respects to their elders past, present and emerging.
Jezclaridge@gmail.com
I acknowledge Aboriginal & Torres Strait Islander peoples as the traditional custodians of country throughout Australia. I work on the lands of the Wurundjeri people of the Kulin Nation and pay my respects to their elders past, present and emerging.
Jezclaridge@gmail.com
I acknowledge Aboriginal & Torres Strait Islander peoples as the traditional custodians of country throughout Australia. I work on the lands of the Wurundjeri people of the Kulin Nation and pay my respects to their elders past, present and emerging.