DESIGN DECISION 04
FROM INTERVIEW TO SKETCH
Two things patients said
became two steps of the flow.
Booking by phone hid two choices from patients:
where to go and who to see. Each one was traced
from the interview to a sketch, and from the
sketch to the screen that shipped.
HEARD IN INTERVIEWS
INSIGHT
SKETCH
IN THE PRODUCT
“I always go to the same
clinic, and it's far from
my house.”
Loyalty was really
lack of visibility.
Patients didn't know the other
locations existed, so they kept
choosing the one they knew.
Choose a clinic
Search by name or city
South Beach
Nearest to you
1.2 mi
Doral
8.4 mi
Every location listed, not only the usual one
GPS sorts clinics by distance to the patient
Manual search when location is turned off
“I don't like seeing a male
gynecologist. I only learn the
doctor's name later, on
WhatsApp.”
The doctor was a choice
patients never got to make.
The phone flow assigned the
earliest slot and revealed the
doctor only after booking.
Choose a doctor
Gynecology
All
No preference
Earliest general practitioner
Dr. Ana Souza
Gynecologist
Dr. Paula Reis
Gynecologist
Photo, name and specialty for every doctor
Filter by specialty before picking a time
“No preference” books the earliest general
practitioner, keeping the fastest path
for patients who just need a slot
Neither choice was in the original brief. Both came from listening to how patients actually booked.