All work
Product design
Orbit Health
Appointment booking that works for every patient.
- Client
- Orbit Health
- Year
- 2024
- Role
- Senior product designer
- Services
- Accessibility
- Service design
- UI design
The challenge
Older patients were phoning clinics to book appointments because the online flow assumed sharp eyesight, a steady hand and a lot of patience. Phone lines were overwhelmed every Monday morning.
The approach
We co-designed the new flow with patients aged 65 and over, testing every screen with screen readers and large text settings. Booking became four clear steps, with plain language, generous tap targets and a way to ask a family member for help.
The outcome
Online bookings from patients over 65 tripled, Monday call volumes fell by 28 percent, and the flow now meets WCAG 2.2 AA throughout.