Atlas Dental
My visual redesign streamlined the online booking process, reduced the time-on-task by 196%, increased CSAT by 150%, increased Net Promoter Score by 167%.
How might we improve the booking experience for Atlas Dental patients to increase # of online bookings and overall user satisfaction?
Specific Goals
Decrease user time-on-task when scheduling appointments
Improve visual design of the online booking experience & website
Key Metrics
Time-on-Task
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Why improve the online booking experience & digital presence?
User Choice
Underserved demographic of Introverted people who struggle with calling or in-person scheduling
Online booking allows users to schedule at their convenience and not only during clinic hours
Some people are more visual and need to reference their calendars to check their availability
In-Person vs Online Experience
Reviews on Google, Yelp, and Facebook average 4.8-5.0 rating after dental appointment
Online web presence doesn’t align with the in-person experience
Poor web presence decreases user’s credibility and trust of the clinic
What issues arose in the Online Booking experience?
How did I address these pain points in the new flow?
What were the usability testing results?
Try the Prototype
Case Study Retrospective
Areas of Success
User Agency
The refined online booking process allows another avenue for patient's to book appointments without frustration. In addition, patient's who book online get to select the days and times that work for them instead of auto-generated time slots.
Experience Alignment
The online presence and experience of the Atlas Dental website better align with the in-person experience at the clinic. The modern design of the clinic is relayed to the website's visual design.
Areas to Improve
Content Design
There are opportunities to provide accessible language and information to explain dental procedures, reducing patient's apprehensiveness and anxiety about going to the dentist.
More Testing
I think with more testing with participants would allow for a holistic view on the pain points on users. In addition, looking at edge cases to learn how I can create design solutions to meet their needs.
