Building trust in at-home medical appointments

The “no-show” metric masked distinct drop-off points across the experience. By breaking it into clearer stages (incomplete requests, pre-arrival cancellations, and true no-shows), we could pinpoint where friction occurred. I mapped the post-request flow and paired it with patient interviews to clarify root causes.

Two key drop-off points emerged

Immediately after an online request is submitted

Patients didn't realize additional steps were needed, unaware they'd receive a follow-up call to finalize scheduling, so they ignored or screened those calls.

Clinical team arrival

Patients weren't notified when the clinical team arrived. Without an arrival alert (only an en-route update), patients were confused, leading to missed appointments.

Two distinctly different problem areas meant we took an incremental approach, broken into two sequential buckets of work, using friendly language and operational transparency to reflect the internal scheduling and dispatch process in a way patients could understand.

Reduce incomplete appointment requests

If we update the confirmation page to explicitly state the steps needed to schedule an appointment, patients will be more likely to complete it.

The original confirmation page failed to indicate a phone call was required, leading to missed actions. I updated the page to make clear the request isn’t confirmed yet, set expectations about the scheduling call, and surfaced self-serve cancellation (previously hidden in the account).

Before

After

Reduce no-shows after the clinical team has arrived

If we update the statuses after an appointment is scheduled, patients will be more likely to complete their appointment.

Statuses had limited dynamic updates and no arrival indicator, so patients missed time-sensitive information. We updated status to “visit is scheduled,” removed a confusing static map, added CSAT capture at visit-completed, and surfaced document requests at arrival.

Before

After

This work sparked multiple new initiatives focused on global design improvements, greater logistic tracking capabilities, and new design system standards for scalability and consistency.