The challenge
The old site made it difficult to find medical specialities, book an appointment and understand costs. The booking funnel abandonment rate was 74%. The group had 5 clinics with different offerings to unify under a single coherent portal.
The solution
We conducted in-depth UX research with patient interviews and heatmaps of the old site. The new portal was designed with a speciality search engine, a simplified 3-step booking funnel and dedicated pages for each clinic and doctor.
Results
- Booking funnel abandonment from 74% to 18%
- Online bookings +340% in 6 months
- Average speciality search time: -65%
- Patient satisfaction (NPS): from 31 to 68