Babylon Health

A seamless appointment booking experience for therapy patients

Overview
Context
Babylon was a rapidly growing digital-first healthcare company in London. Therapy appointment services formed a major part of their US strategy from 2021 onwards. The project sought to design a scaleable and cost-efficient therapy practice with a great member experience.
The problem
50% of patients’ therapy appointments were being booked by support agents. This high admin involvement was driving up the costs of the service. To be cost-effective, the goal was to increase the percentage of appointments being booked in-app by the patients.
My role
I led the design of the patient experience, collaborating with 2 researchers and 2 designers responsible for the respective support agent and clinician experiences.
Skills used
Process
Design sprint
As designer for the patient experience, I helped lead a one week high intensity and collaborative fully-remote sprint which delivered a majority of the design and research output.

Interactive agenda and collaborative whiteboard space for running the sprint.
Stakeholder alignment
As part of the core team, I brought together stakeholders at key points in our sprint which included a wide range of colleagues from support agents to senior leadership. It was crucial that I used my interpersonal skills to align all parties, for example running a ‘Hopes & Fears’ workshop which was facilitated on Day 1 of the sprint.
High-level sketching, critique and iteration
My team presented opportunities identified for improvement in the current process and presented them to stakeholders. I sketched ideas for the member experience which was critiqued by the core team, refined and presented back to stakeholders for their feedback and questions.

Low-fidelity ideas to solve opportunity, with feedback following critique.
Concept validation
I rapidly incorporated early sketches and feedback into a robust prototype for a first phase of user testing, all of which was done in one day.


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Wireframes of prototype used in concept validation
Prototyping and user testing
I iterated on the Day 1 concept with feedback from stakeholders, then created a high fidelity Figma prototype. This was user tested remotely with four users that same afternoon which I attended to document raw feedback for synthesis.
What worked
Like selecting a regular timeslot so that their schedule stays consistent.
The flow felt quick and efficient for booking the appointment series
Liked ability to select any sessions you can’t make, to fit around schedule instead of calling support
Felt good to see so many details already specified