Mobile App | Healthcare SaaS | Workflow Optimization
Saving time and reducing stress with ETAs in seconds
Overview
The ETA feature is a legacy application enhancement designed to streamline communication between end users and their clients. By replacing time-consuming manual processes and third-party solutions, the platform provides a seamless way to send real-time updates about arrival times, improving workflows and reducing stress.
Scope
Role: Led UX research and design, collaborated closely with stakeholders, and ensured the solution aligned with user needs and business goals.
Timeline: 2 months from initiation to deployment of EUP.
Team: Cross-functional team including UX designer (me), product owner, and developers.
Results
10x increase in communication feature adoption
~10 minutes saved per patient per day → ~130 hours/year/clinician
$4,940 annual time savings per clinician (based on avg. salary)
Higher client satisfaction and reduced support call volume
Challenge
End-users' clients often experienced anxiety and uncertainty due to the lack of arrival time communication. End-users used manual methods like texts or calls, which were time-consuming, inconsistent, and outside secure workflows. This led to unnecessary support calls, missed visits, and frustration on both sides.
Goal
Design a feature that integrates smoothly into the current workflow, increases trust and communication, and reduces administrative overhead.
Process
Discovery
Collaborated with product and internal SMEs to identify pain points, known constraints, and technical feasibility.
Conducted stakeholder interviews and reviewed support data to validate the need and urgency of the feature.
Ideation
Sketched multiple low-fi concepts with alternate placements and interaction flows.
Validated direction with external SMEs and clinician users through feedback sessions.
Design
Created high-fidelity mockups and an interactive prototype in Figma.
Ensured clarity, minimal cognitive load, and alignment with accessibility standards (WCAG 2.2).
Integrated the feature into an existing appointment detail screen with minimal disruption.
Validation
Conducted moderated testing and design reviews with a customer focus group.
Iterated on feedback to reduce ambiguity in time selection and message phrasing.
Solution
A streamlined interface that allows end-users to send an ETA in seconds, directly from the appointment screen. It uses predefined time windows, client context, and secure delivery to reduce uncertainty and manual effort.
Interactive prototype - Second iteration
Key takeaways
Simplifying user workflows can lead to significant efficiency gains and time savings.
Clear and automated communication features enhance both end-user and client satisfaction.
Collaboration across teams is critical to designing solutions that are both impactful and technically feasible.