About the Project
NextCare Urgent Care is a leading urgent care provider with over 145 locations in the United States. They approached our team with a challenge to increase online check-ins while decreasing in-person check-in time to improve the overall check-in process efficiency.
Goal
The primary objective was to increase online check-ins and reduce in-person wait times. Secondly, we aimed to enhance the overall look and feel of the platform while ensuring that it supported Google My Business listings and local map pack strategies for "near me" searches. We also aimed to improve the scheduling process, location search, and online check-in features.
Exploration/Discovery
We conducted stakeholder interviews with content strategists to gain a comprehensive understanding of the technical requirements. We also integrated the Solvhealth API to ensure that we met COVID-specific considerations and industry-specific accessibility requirements.
We conducted a competitor and heuristic analysis to understand the industry's best practices, customer needs, and preferences, which guided our design decisions.
Design Process
We began by developing wireframes that mapped out the user journey and the online check-in and scheduling processes. Next, we selected appropriate colors and fonts to improve the overall look and feel of the platform. We then developed multiple comps and revisions until we had a final prototype.
Final Design
The final design had a modern user interface with imagery and type treatments that appealed to NextCare's target audience. It had a straightforward and intuitive design that made it easy for users to schedule appointments, find locations, and complete online check-ins.
Impact
Our efforts to increase online check-ins and reduce in-person wait times had a significant impact on NextCare's performance. We saw a 128% increase in organic online appointments and a 113% increase in direct online appointments. Additionally, the platform's organic traffic increased, with a 127% increase in page views and a 39.58% decrease in bounce rate. Finally, we saw a 259% increase in users, an 85% increase in page views, and a 37% increase in average session duration, demonstrating that the improved platform was meeting users' needs and preferences.
Overall, our team successfully designed and implemented an online check-in and scheduling system that improved the user experience and increased online check-ins while decreasing in-person wait times for NextCare Urgent Care. The improved platform's performance metrics demonstrate the effectiveness of our design decisions and highlight the importance of user-centered design in improving customer satisfaction and business performance.
