Self Check-in Process
Client
Bell Dental Group
Service
Product Design
Industry
Healthcare
Year
Mar 2024-Jun 2024
In early 2024, I had the opportunity to meet the founders of Bell Dental Group (BDG), a cutting-edge dental practice dedicated to serving patients across New York City. With their state-of-the-art equipment and team of world-class dentists, BDG was poised to revolutionize the dental industry on the East Coast.
However, they faced a significant challenge: patients were unhappy with the self-check-in process required upon arrival for their appointments. BDG needed a simple and stylish solution to address the increasing complaints and prevent patient loss due to their current check-in system.
Summary
Creating an intuitive solution typically means research before iteration. After observing users checking-in, it seemed we were right. Users had a lot of control in theory but no direction. The UX and UI was cloudy with small typography and functions that were either not optimized or irrelevant to the main actions users are typically taking.
With this mind, we started building from the foundation. This meant redefining what a user needed and wanted to improve content organization, and solving for all the edge cases we could think of before piloting the experience with our users. Every can of worms we opened yielded another can of worms. And that's only half the story. The stakeholder experience was another skyscraper to climb. But, I'd be lying if I said the challenge wasn't exciting.
Design isn’t always about reinventing the wheel. Sometimes, making a few key changes to what already exists can craft the best experiences for users. While we aimed to introduce significant improvements to the check-in system, the project was not approved for further advancement by the stakeholders, which is always a realistic possibility in product design work.
Moreover, the importance of getting iterations in front of real users cannot be overstated. This is an area where we could have done more as the project progressed. Our designs were well-received and appreciated for their quality, and while they have been archived for now, we remain committed to seeking future opportunities for improvement and innovation.
