What twelve front-desk shifts taught me
The research that shaped the booking flow happened behind a clinic desk, not in a lab.
7 min
Ilse Vos
Before redesigning anything I asked to sit at clinic front desks for a morning each. I did twelve.
The calls
Most calls were people who had started booking online and given up. They had already chosen a time; they could not find it again.
The change
That one finding shaped the week strip, the held slot and the confirmation card.