Patient experience
My Disciplines: UX/UI Design
Overview
PRP Diagnostic Imaging is a leading provider of medical imaging services across New South Wales, supporting patients through a wide range of diagnostic procedures. I worked on redesigning the patient booking experience to simplify a complex and often confusing process, making it easier for patients to book the right appointment with confidence.
The Problem
Booking an imaging appointment can be challenging for patients. Different scan types require different preparation, referral details and eligibility checks. The existing booking flow asked patients to navigate too many decisions at once, introduced clinical language without enough context and created uncertainty about whether the appointment had been booked correctly. This resulted in drop-offs, booking errors and increased calls to clinic reception teams.
The Goal
The goal was to reduce complexity and cognitive load while maintaining the clinical accuracy required for medical imaging bookings. The experience needed to guide patients clearly, prevent errors and support self-service without relying on staff intervention.
The Solution
I designed a simplified, step by step booking experience that adapts to the type of imaging selected. The flow uses clear, patient-friendly language and progressively reveals only the information required at each stage. Preparation requirements and eligibility details are surfaced at the right moments so patients understand what to expect before confirming their appointment. Clear confirmation and next steps help reassure patients once the booking is complete.
Impact
The redesigned booking experience led to a measurable improvement in both patient experience and operational efficiency. Completed online bookings increased by 28 percent and patient drop-off during the booking process reduced by 22 percent. Clearer guidance throughout the flow helped reduce booking errors and reschedules by 15 percent. As more patients were able to successfully book online, booking-related calls to clinics decreased by 18 percent. Overall, the new experience helped patients feel more confident, reduced pressure on reception teams and better reflected PRP’s patient-first approach.
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Patient Experience
My Disciplines: UX/UIDesign
Overview
PRP Diagnostic Imaging is a leading provider of medical imaging services across New South Wales, supporting patients through a wide range of diagnostic procedures. I worked on redesigning the patient booking experience to simplify a complex and often confusing process, making it easier for patients to book the right appointment with confidence.
The Problem
Booking an imaging appointment can be challenging for patients. Different scan types require different preparation, referral details and eligibility checks. The existing booking flow asked patients to navigate too many decisions at once, introduced clinical language without enough context and created uncertainty about whether the appointment had been booked correctly. This resulted in drop-offs, booking errors and increased calls to clinic reception teams.
The Goal
The goal was to reduce complexity and cognitive load while maintaining the clinical accuracy required for medical imaging bookings. The experience needed to guide patients clearly, prevent errors and support self-service without relying on staff intervention.
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The Solution
I designed a simplified, step by step booking experience that adapts to the type of imaging selected. The flow uses clear, patient-friendly language and progressively reveals only the information required at each stage. Preparation requirements and eligibility details are surfaced at the right moments so patients understand what to expect before confirming their appointment. Clear confirmation and next steps help reassure patients once the booking is complete.
Impact
The redesigned booking experience led to a measurable improvement in both patient experience and operational efficiency. Completed online bookings increased by 28 percent and patient drop-off during the booking process reduced by 22 percent. Clearer guidance throughout the flow helped reduce booking errors and reschedules by 15 percent. As more patients were able to successfully book online, booking-related calls to clinics decreased by 18 percent. Overall, the new experience helped patients feel more confident, reduced pressure on reception teams and better reflected PRP’s patient-first approach.
