Mobile App | Healthcare SaaS | Workflow Optimization
Saving time and reducing stress with ETAs in seconds
Our end users’ clients have multiple appointments to coordinate, and the lack of communication around expected arrival times often leads to uncertainty, stress, anxiety, confusion, and even anger.
To fill this gap, many end users resorted to third-party solutions—often on their personal devices—to communicate arrival times through texts or calls. This not only wasted time and effort but also raised security concerns.
To better support our end users, save time, and ensure efficient communication, our app needed an update to address this critical gap in our product offering.
Process
Research & planning
I collaborated with the product manager and product owner to research the root causes of communication challenges. Through interviews with external stakeholders; surveys with end-users; and competitive analysis, several pain points and needs were identified. Together, we outlined key features for the initial MVP of this enhancement.
Design & prototyping
Based on the defined key features I created several design options, focusing on usability and feasibility. These designs went through internal and external stakeholder reviews, where I refined them based on feedback. The final designs struck a balance between user needs and technical constraints, ensuring a seamless experience.
Development & implementation
During implementation, I worked closely with engineers to align design goals with technical execution. I provided clear specifications and addressed challenges in real time, ensuring the project progressed smoothly through agile sprints.
Solution
The app now provides a simple way to send real-time ETAs, allowing service providers to coordinate and communicate more effectively, making it easier for both clients and service providers to manage their schedules.
Reduced time and effort
Instead of spending 5–10 minutes texting through third-party apps or making phone calls, users can now open the ETA interface directly from the calendar, select a time window, and send the message in just a few seconds. This streamlined process improves efficiency and allows users to focus more on their core tasks.
Increased satisfaction
Early feedback indicates clients and providers feel more in control of their schedules.
Anticipated impact
Over time, the feature is expected to reduce scheduling disruptions and enhance trust in the service.
Note: As this feature was recently implemented, measurable results are still pending. However, early feedback suggest a positive reception and long-term benefits.