KRY/LIVI

Team

1 product designer

2 developers

1 product manager

1 data analyst

1 operational

Stakeholders

Operation team

Analytic team

Tools

Figma

Miro

Looker

My role

Explorations

UX Writing

Duration

3 months

We wanted to scale our existing specialities before launching new ones because we didn’t managed to scale our existing specialities (pediatrics, endocrinology, gastroenterology, gynecology and dermatology) as we would like. We noticed a low shift occupancy: Our specialists’ shifts are not used correctly (70% for specialists vs 83% for doctors). The principal reasons are no-shows and late cancellations. This low shift occupancy impacts the retention of our specialists and their motivation.

• How might we educate patients about no-shows? • How might we reduce no-shows and late cancellations? • How might we improve shift occupancy and scale our specialities?

1

Patients are not aware of the consequences of not showing up to an appointment.

As a patient, I want to know why it’s important to show up for an appointment.

A new screen was added to the booking flow with a checklist to engage patients more.

• Co-designing with the product designer to find the right component to fit the copy and make sure patients read. • Being data-driven: we finally chose 12 hours’ notice only for patients who book an appointment (and not on the waiting list) because we noticed that most of the appointments are booked more than 25 hours before. By saying 12 hours’ notice, we increase the chances of an appointment being rescheduled. • Writing a concise and clear copy and clarifying to patients why they should cancel if they can’t come. • Changing the oldest way to talk about no-show fee: “Frais de non-présentation” → “Si je ne me présente pas” to make it easier to understand.

2

Patients have technical problems (dead battery, broken connection) and do not see the checklist before the appointment (low visibility in the application).

As a patient, I want to be aware of how to prepare for an appointment, so that I don't encounter any technical problems.

A checklist in the SMS reminder 1 hour before an appointment.

• Writing a concise and easy to read SMS, with a friendly tone.

To analyse the impact, we did an A/B test by adding the screen “Educate patient about no-shows and late cancellations”.

Timeline of comparison: 30 days Number of patients: 9600

10,1% of no-shows on 9600 patients during 30 days.

8,3% of no-shows on 9600 patients during 30 days.

1,8% decrease of no-shows.

34,4% of cancellations on 9600 patients during 30 days.

31% of cancellations on 9600 patients during 30 days.

3,5% decrease of cancellations.

Control group

87,3%

of conversion for 9600 patients during 30 days.

Test group

85,7%

of conversion for 9600 patients during 30 days.

Progression

1,6%

decrease for conversions.

No bad impact

Warning patients about a no-show financial penalty as well as reminding them about the impact of no-shows on clinicians and other patients reduces the chance of them no-showing up.

Cancellations were our main risk for the test. Our hypothesis was that reminding the patient to cancel would lead to higher cancellations. Surprisingly, the opposite happened: cancellations decreased.

A drop in conversion from that screen to the next step of the booking flow (payment start) was our second risk metric. Data shows no significant decrease in conversion. We learned that having a warning message does not discourage our patients to move forward with their booking.

© Fatiha Belabed 2023

Paris, France