Tlotliso
Morethi

Clicks

Optimising Clicks' healthcare booking experience

Discipline
Design
Year
2024
Role
UX/UI Designer
Client
Clicks via MakeReign
Status
Launched

Usability testing on two Clicks app journeys, clinic bookings and online doctor consultations. I wrote the scripts, ran the sessions, and turned three findings into a redesigned booking flow that is now live.

An online doctor's consultation in the Clicks app
01.An online doctor's consultation in the Clicks app
The screener, with close-out rules for each answer
The screener as Clicks customers received it
02.The screener, and how customers received it
The wireframe prototype of the booking journeys, one row per task
03.The prototype, one row per task
A recorded remote testing session, participant blurred
04.Remote sessions, recorded
Tested screen: who is the booking for, with Myself and Add another patient
Tested screen: the Add another patient form
05.Tested. Parents booking for their children
Tested screen: choose a category before seeing a doctor
Tested screen: enter symptoms or upload a photo, before a doctor is chosen
Tested screen: consultation categories including Ear, nose, throat and Women's health
06.Tested. Symptoms before a doctor, and categories read as specialists
The redesigned review and confirm screen
07.The redesigned review and confirm screen
Redesigned screen: who would you like to make the booking for, with Book for someone else
Redesigned screen: Add another person, with a dependant toggle
08.Redesigned. Book for someone else
Redesigned screen: choose a doctor for your online consultation
Redesigned screen: describe the reason for your doctor's consultation
Redesigned screen: review your booking details and confirm
09.Redesigned. The doctor first, then symptoms
Redesigned screen: select the reasons for your visit, or upload photos
Redesigned screen: additional notes, with an option to skip the step
10.Redesigned. A reason for the visit, not a category
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