Cleveland Clinic is one of the top health systems 

in the country and our web appointment form is an essential contributor to business, providing an 

easy way for patients to get they care they need. 

This project was a collaborative effort to improve 

this product by teams across the organization.

As a user progresses through the for they’ll answer certain questions that will dictate their path. This decision tree will lead them to be assigned one of the four user types below.

The user types are reflected in a sticky animated progress bar that stays with the user throughout their experience also giving them an idea of how much form they have left to complete.

All this added up to a much more user friendly form in the end. During the first month of our soft launch the conversion rate increased to around 26%.