Appointment and video consultation platform for doctors and patients

Project Overview

This is a US based company which wanted to make a platform for doctors where they could make their own website, in just a click without any coding knowledge.The focus of the application as discussed should be on the appointment and In-built video conferencing feature.

The company was not sure about what other features doctors want are wanted to research before MVP that do doctors need such software? So, we started our research with basic interviews and surveys and moved forward to make the final prototype.

Role

UX, UI Designer

Time

6 months

Task

To design app for US petients and doctors for online and offline consultation

Tools

Miro,Figma,Illustrator

Problem Statement

  • Doctors in the US want their own digital identity. They don’t want to be listed next to competitors on aggregator sites.
  • Most doctors lack the time or skills to use website builders. Creating and managing a site feels overwhelming.
  • No single platform offers everything they need—branding, scheduling, video calls, and records.
  • Current scheduling tools are confusing. They take too much mental effort.
  • Doctors often need a staff member just to manage these tools. This adds to their cost and complexity.
  • Platforms offer little customization. Doctors can't show their specialty or brand well.
  • Tools don’t integrate with calendars or payments. This breaks their workflow.
  • Offer a single platform for all clinic consultation needs—both in-person and virtual.

Objectives and Goals

  • Increase online video consultations by providing a smooth and reliable digital experience for patients.
  • Reduce reliance on phone-based appointments.
  • Empower doctors with a self-managed platform—no need for tech support or appointment managers.
  • Allow doctors to customize their website with their own branding.
  • Let patients view doctor profiles, book appointments, request reschedules, or cancel—all online.
  • Make it easy for doctors to manage or reschedule appointments from their phones.
  • Offer a single platform for all clinic consultation needs—both in-person and virtual.

Process

Process Diagram Process Diagram Mobile

Research

Competitive Analysis

After conducting online interviews with six doctors, I discovered that Candely is the primary app used by doctors in this hospital chain. Some doctors also mentioned being familiar with other apps like Doodle and Hotspot. Since I wasn’t previously aware of these platforms, I decided to explore their features and identify similar apps that are popular in the U.S. To better understand their strengths and weaknesses, I conducted a competitive analysis.

competitor1 competitor2
competitor3 competitor4

Survey Result

surevey-part1 surevey-part1

Survey Observations

  • Doctors often struggle with managing multiple applications simultaneously.
  • While regular meetings are their top priority, features like a no-code platform are also valuable to them.
  • Some doctors do have websites, but they are generally dissatisfied with the quality or functionality.
  • Those without a website frequently express a strong need for one.
  • As of now, 77.8% of doctors still do not have a website.
  • Many are unsure how to build a website or where to start.
  • Appointment scheduling is typically handled by assistants, although some doctors manage it themselves.
  • Most doctors either rely on third-party apps or seek external help to set up digital tools, as they usually don’t have these solutions in place initially.
Survey Illustration

Persona

persona-map

A Day in the Life of Dr. Carter

Morning: Managing Daily Appointments

Dr. Carter logs into the platform on Monday morning. He checks his calendar, where his regular daily consultations are scheduled from 10 AM to 2 PM. The scheduler automatically adjusted for a national holiday tomorrow, ensuring no patients were mistakenly booked. He merges two adjacent 15-minute slots to accommodate a longer session for a follow-up patient.

Midday: Instant Meeting for a Quick Consultation

During his lunch break, a corporate HR manager calls, requesting a quick meeting link for an urgent health session with employees. Dr. Carter uses the platform’s “Instant Meeting” feature to generate a link and shares it directly via WhatsApp.

Afternoon: Preparing for a Workshop

Dr. Carter spends the afternoon planning his upcoming weekend workshop. Using the platform, he schedules a two-day event and sets custom time slots. He adds details like topics covered, session durations, and participant limits. The platform sends automated invites to his mailing list.

Evening: Building His Website

After dinner, Dr. Carter decides to update his professional website. Using the no-code drag-and-drop builder, he integrates his updated scheduler so patients can book directly from the site. He customizes the website with a modern template and adds testimonials from patients and workshop attendees.

Night: Reviewing Analytics

Before bed, Dr. Carter checks the platform’s analytics dashboard. It shows that his most-booked slots are between 11 AM and 12 PM. He also sees that workshop engagement improves when he uses polls during sessions. He plans to adjust his schedule and incorporate these features in future events.

Empathy Map

persona-map

I delved deeper into the emotional challenges doctors face while juggling multiple software tools. What became clear is that they’re looking for a single, simple application tailored to their needs—something that doesn’t require constant learning and unlearning. What they truly need is a quick and intuitive appointment scheduling app with all essential features, including built-in video capabilities.

Customer Journey Map

From the customer journey, I gained insights into how doctors interact with the current system and the challenges they encounter. I stepped into their shoes to better understand their feelings and unmet needs. This exploration led to a clear list of opportunity areas, revealing a significant gap we can address to deliver a much-improved experience.

journey-map

Information Architecture

Information Architecture Diagram

Prototypes

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No-code website builder

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Mobile App Screens

A collection of mobile screens showcasing different flows and features of the app experience.

Screen 1 Screen 2 Screen 3 Screen 4 Screen 5 Screen 6

Challenges & Solutions

Challenge Solution
Managing three meeting types without conflicts Users must cancel/reschedule regular meetings to book another at the same time.
Recurring breaks like 2nd Saturday Select any day to add a break with minimal clicks.
Apply time change across all days Edit weekly schedule, set breaks or mark off days easily.
Flexible slot durations for specific days ‘Slot Duration’ tab allows changes and viewing all slots at once.
Leave or reschedule on specific dates Calendar preview with color codes helps manage such exceptions.
Preset national holidays Select from dropdown to apply holidays to calendar.
Reusing leave reasons Use 'Take Leave' once and apply the same reason to multiple dates.
Integrate appointments via website button One-click setup through predefined website buttons.
Switch between appointment and website tool Left navigation provides easy switching between modules.
Doctors building websites Customize sections, add fees, and more with just a few clicks.
Usability Testing

We conducted multiple usability tests with doctors to gather their thoughts. The feedback has been grouped by themes below.

Not sure about privacy and data it captures.
What if website gets hacked — will patient data be compromised?
If the website doesn't work, what's the alternative?
I prefer one-time payment over annual subscription.
Will you help with SEO? How will patients find me?
Still have to create a website, no prompt to website option.
Can we add multiple doctors? If not, I would need it.
Messaging with patients should be there — I don't want to share my number.
Can I bring in sponsors here to display their ads?
Can we change "Meetings" to "Appointments"?
Features are good and easy to use.
I like the functionalities. It is awesome in every sense.
Good for doctors like us who are not tech-friendly.
I hired a Fiverr designer earlier. This platform feels easier and better.
Is subscription less than aggregator websites?
Can it work like Canva to create social media posts?
It is a little different from other platforms; might take time to understand.
I'm too old to use this — maybe my grandson will help me.
Schedule page icons look tappable but aren’t — confusing on mobile.
Is 24x7 help available in case of issues?
Usability

Conclusion

  • The project is currently on hold as further feedback needs to be incorporated.

  • At the time of initiation, prompt-based platforms were still emerging, but as they evolved, we recognized their importance—something also echoed in user feedback.

  • After team discussions, we’ve decided to include a feature for generating websites directly from prompts.

  • The project remains in the development phase, and we plan to release the MVP soon to a selected group of users.

  • Overall, the feedback so far has been positive, and we’re confident that the MVP will receive a strong response as well.

Conclusion Illustration