ORAL HEALTH is the window to one’s overall wellness that can indicate problems affecting the entire body. Founded in 2012, Opencare’s mission is to transform the dental industry by connecting patients to exceptional dentists through a personalized search and a streamlined appointment booking process, empowering individuals to take control of their oral health and wellbeing.

MY ROLE

Jr. Designer
Research
Prototyping

YEAR

2020 - 2021

TEAM

1 Product Manager
5 Designers
1 UX Research
2 Developers

THE GOAL

How might we streamline the new patient request process on the website, ensuring faster, more efficient connections between patients and dentists while maintaining a seamless user experience?

RESEARCH & ANALYSIS

In order to identify a problem, user research and usability testing has been at the heart of this project to uncover the true pain points.

Research method:
I conducted remote usability tests and a series of user interviews with 12 end-users to evaluate Opencare’s current process; this allowed me to understand how users experience Opencare’s website. I organized my insights using the rainbow spreadsheet that helped find patterns in my observations. This method helped me analyze data which ultimately determined what challenge to focus on. 

  • Research focus 1 - efficiency and effectiveness:
    How easily and successfully can the users complete the questionnaire, select a dentist, and complete scheduling an appointment 

  • Research focus 2 - learnability & intuitiveness:
    Can users easily complete a task with no assistance?

  • Research focus 3 - usefulness and satisfaction
    Has the website provided the user with the functions to find and schedule an appointment with the dentist? 

KEY INSIGHTS

  • Users are overwhelmed with 9 match results and the inability to filter practices. The matching experience fell short - this was the aha-moment yet users didn’t get the help to narrow down results.  

  • Users want to see a schedule to book time directly.

  • Users didn’t know they could request another day/time until the checkout process, ultimately causing them to drop-off. 

WHAT THE EXPERIENCE CURRENTLY LOOKS LIKE…

DESIGN & ITERATION

We converted the key problems into opportunities to solve for the redesign

Design iterations:

FINAL DESIGNS

The following designs shipped publicly. The goal was to ensure everyone could book a time instantly, regardless of availability. This increased NPR’s by 15%.