Addressing long hold times and fragmented billing by designing tools that give patients more control—and clinic staff more time.

Story Context

Sarah, a busy working mom, found it increasingly difficult to manage her healthcare appointments and payments at Havenwood Clinic.

Story Continues

Juggling her demanding schedule, she often faced long wait times when trying to schedule appointments over the phone.

End of story, start of design process

The complexity of the payment process added to her frustration, as she struggled to keep track of bills and ensure timely payments.

Background

Patients like Sarah often struggle to manage their healthcare—booking appointments means waiting on hold, and tracking bills usually requires time-consuming phone follow-ups.

Behind the scenes, clinic operations weren’t much easier. Patients could only call during limited hours, often facing long wait times or missing the chance to book altogether. Billing was handled manually, making it inconsistent and hard to understand. For staff, the constant phone calls and paperwork left little room to focus on the care happening inside the clinic.

Challenge

Without a digital system in place, Havenwood’s reliance on manual workflows caused more than just frustration—it created bottlenecks that slowed down operations and left both patients and staff overwhelmed. The lack of transparency and flexibility made simple tasks feel unnecessarily difficult.

Goal

Design a patient-facing digital platform that simplifies appointment booking and bill payment, while reducing the operational load on clinic staff. The experience should be easy to use, transparent, and available 24/7.

Let’s see how the redesigned platform helped Sarah—followed by the design process behind it.

With the new Havenwood platform, Sarah can quickly book appointments and pay bills—no more long hold times or limited clinic hours. She gets instant confirmations and clear, itemized statements she can review and pay anytime.

With the new Havenwood platform, Sarah no longer feels frustrated by long hold times or limited hours. Booking appointments and paying bills is now quick and easy, giving her more control and less stress over managing her healthcare.

Below is how I created the experience.

Process coming soon

Tools Used

For this project, I leveraged Figma for design, FigJam and Miro for collaboration, Figma Slides for presentations, Adobe Firefly for AI-generated assets, Lyssna for usability testing, and Google Docs for scripts and data.