Redesign of an appointment scheduling system for medical SaaS.

The booking summary card on the right with the clear total is a neat touch, makes the medical SaaS flow feel way less stressful 🙌

Three days before DR Isaenko Clinic's site launched, we almost shipped a booking flow that asked for a reason for the visit before anything else.

Standard intake pattern, works fine for a dentist or a hair salon. It felt wrong the second I actually watched someone test it, a mental health clinic's first-time visitor, hovering over that field for almost a full minute before typing anything at all. Naming the problem out loud, to a form, before you've even picked a time slot, is a different kind of ask than naming an appointment type.

We moved it. Reason-for-visit became optional, pushed to after the time and provider were already locked in, so the hardest field came last, not first.

Nobody in the project debrief mentioned that specific change. The metric that did get mentioned: engagement was up 30% in the first month post-launch, and support cut the "how do I even start" emails almost in half.

What's the one field in a form you moved, not removed, that quietly fixed the whole flow?