Aaron Lim

Online booking settings for multi-location practices

Outcomes

  • Multi location practices can now configure their BHB settings on a per location basis. Providing the correct booking URLs to patients, updating their messaging and providers availability for each location

 

  • Feedback has been positive on the new layout and the ease of adjusting settings as needed

 

  • The online booking header with the location setting has become part of out design system and was recently implemented in another platform of ours

Role

  • Product designer

Timelines

  • November 2024 - December 2024
    • Designs and reviews
  • January 2025 - March 2025
    • Development and testing
  • June 2025
    • Beta testing

Context

Best Health Booking (BHB) is our appointment booking platform that integrates with our cloud practice management system, Omni.

 

When a patient books through BHB and there was no associated record found at the practice, an appointment would be created with no patient linked and just contain the patient's details as free text in the appointment comments.

 

This caused issues as there would be ‘unmatched patients’ that would need to be manually created as new patients each time this occured

 

There was no clear flow for the user to easily identify these appointments and decide if they should link to an existing patient record or create a new patient.

Analysis and design

From looking at the existing Online booking screen, we were eager for a tidy up to make it feel less cluttered. With that, we weren’t able to remove existing settings as they all serve a purpose and instead it was more of chance to strategically reorganise the screen.

 

Initial discussions we conducted with product and delivery to get an agreed upon breakdown of which settings should become location specific which would remain practice wide.

 

From there the task was to figure out the how the UI could be updated to support these settings:

 

  • Pivot tabs were a great way to tuck all the location specific settings together in the same card. The user would select the location for that card and know that all the settings contained under it would be relevant to that location only.

 

  • Fixed heights and allowing scrolling grids reduced having additional cards and ultimately reduced the length of the settings screen

 

  • Location selection was ideated and reviewed multiple times with the team to try find something intuitive to the user. In the end a new card header style was created to support the location dropdown next to the title and added to our design system.

The previous online booking settings cards. A lot of information was contained within each of the cards.

What we released

New BHB configuration general settings

As part of reorganising the settings, the BHB configuration card was implemented. Location specific settings sat under it with the general settings being the default tab.

 

The location selector dropdown was added to the new BHB configuration card allows them to change between the different locations.

 

New BHB configuration provider settings

The provider details used to live on a separate card and now have their own tab in the BHB configuration.

 

Logic put in place so only providers that have working hours at the location are shown on the list so the user is confident in what they are setting up is specific to that location.

Updated provider online booking settings card

In the provider settings, their online booking profile card was updated to also show and overview of all the locations they work at and the appointment types and availability for online bookings.

 

From feedback we made the provider working hours easily viewable through a tooltip to assist with them confirming their online booking avilability

Updated online booking settings card

The practice wide settings remain within the online booking settings card. The contents within were left as is and the team determined it could be reassessed in a future phase of work if needed.

Conclusion

Don’t feel the pressure to update everything at once:

 

From reviewing the brief the focus was getting the location specific settings up and running and tidy.

 

It was tempting to also delve into the designs for the practice-wide settings as they could have been improved but it would have been minimal gains for the amount of effort at this stage.

Propose something new to the design system:

 

Sometimes we can get caught up ideating with what components are existing and forget to look at how additions to an established system could be the viable option.

Test all workflows thoroughly:

 

From testing there were some funky things happening in the provider booking settings where it would pull and update data from different users and not just the one you had open.

 

This was a good reminder to check existing functionality as well to ensure everything is working as expected after changes have been made.

Aaron Lim

Online booking settings for multi-location practices

Outcomes

  • Multi location practices can now configure their BHB settings on a per location basis. Providing the correct booking URLs to patients, updating their messaging and providers availability for each location

 

  • Feedback has been positive on the new layout and the ease of adjusting settings as needed

 

  • The online booking header with the location setting has become part of out design system and was recently implemented in another platform of ours

Timelines

  • November 2024 - December 2024
    • Designs and reviews
  • January 2025 - March 2025
    • Development and testing
  • June 2025
    • Beta testing

Role

  • Product designer

Context

Best Health Booking (BHB) is our appointment booking platform that integrates with our cloud practice management system, Omni.

 

When a patient books through BHB and there was no associated record found at the practice, an appointment would be created with no patient linked and just contain the patient's details as free text in the appointment comments.

 

This caused issues as there would be ‘unmatched patients’ that would need to be manually created as new patients each time this occured

 

There was no clear flow for the user to easily identify these appointments and decide if they should link to an existing patient record or create a new patient.

Analysis and design

From looking at the existing Online booking screen, we were eager for a tidy up to make it feel less cluttered. With that, we weren’t able to remove existing settings as they all serve a purpose and instead it was more of chance to strategically reorganise the screen.

 

Initial discussions we conducted with product and delivery to get an agreed upon breakdown of which settings should become location specific which would remain practice wide.

 

From there the task was to figure out the how the UI could be updated to support these settings:

 

  • Pivot tabs were a great way to tuck all the location specific settings together in the same card. The user would select the location for that card and know that all the settings contained under it would be relevant to that location only.

 

  • Fixed heights and allowing scrolling grids reduced having additional cards and ultimately reduced the length of the settings screen

 

  • Location selection was ideated and reviewed multiple times with the team to try find something intuitive to the user. In the end a new card header style was created to support the location dropdown next to the title and added to our design system.

The previous online booking settings cards. A lot of information was contained within each of the cards.

What we released

New BHB configuration general settings

As part of reorganising the settings, the BHB configuration card was implemented. Location specific settings sat under it with the general settings being the default tab.

 

The location selector dropdown was added to the new BHB configuration card allows them to change between the different locations.

 

New BHB configuration provider settings

The provider details used to live on a separate card and now have their own tab in the BHB configuration.

 

Logic put in place so only providers that have working hours at the location are shown on the list so the user is confident in what they are setting up is specific to that location.

Updated provider online booking settings card

In the provider settings, their online booking profile card was updated to also show and overview of all the locations they work at and the appointment types and availability for online bookings.

 

From feedback we made the provider working hours easily viewable through a tooltip to assist with them confirming their online booking avilability

Updated online booking settings card

The practice wide settings remain within the online booking settings card. The contents within were left as is and the team determined it could be reassessed in a future phase of work if needed.

Conclusion

Don’t feel the pressure to update everything at once:

 

From reviewing the brief the focus was getting the location specific settings up and running and tidy.

 

It was tempting to also delve into the designs for the practice-wide settings as they could have been improved but it would have been minimal gains for the amount of effort at this stage.

Propose something new to the design system:

 

Sometimes we can get caught up ideating with what components are existing and forget to look at how additions to an established system could be the viable option.

Test all workflows thoroughly:

 

From testing there were some funky things happening in the provider booking settings where it would pull and update data from different users and not just the one you had open.

 

This was a good reminder to check existing functionality as well to ensure everything is working as expected after changes have been made.

Aaron Lim

Online booking settings for multi-location practices

Outcomes

  • Multi location practices can now configure their BHB settings on a per location basis. Providing the correct booking URLs to patients, updating their messaging and providers availability for each location

 

  • Feedback has been positive on the new layout and the ease of adjusting settings as needed

 

  • The online booking header with the location setting has become part of out design system and was recently implemented in another platform of ours

Timelines

  • November 2024 - December 2024
    • Designs and reviews
  • January 2025 - March 2025
    • Development and testing
  • June 2025
    • Beta testing

Role

  • Product designer

Context

Best Health Booking (BHB) is our appointment booking platform that integrates with Omni, our cloud practice management system.

 

The ability for practices to have multiple locations under their practice. Supporting multi-location functionality was then required in existing areas of the program, one of which was the BHB booking settings. I was tasked with redesigning the UI and workflows to adapt for multi-location requirements.

 

The existing setting screen had to be assessed and potentially split up. Some of the settings should be supported at a location level, whereas others should be a practice setting and apply across the board to all locations.

The previous online booking settings cards. A lot of information was contained within each of the cards.

Analysis and design

From looking at the existing Online booking screen, we were eager for a tidy up to make it feel less cluttered. With that, we weren’t able to remove existing settings as they all serve a purpose and instead it was more of chance to strategically reorganise the screen.

 

Initial discussions we conducted with product and delivery to get an agreed upon breakdown of which settings should become location specific which would remain practice wide.

 

From there the task was to figure out the how the UI could be updated to support these settings:

 

  • Pivot tabs were a great way to tuck all the location specific settings together in the same card. The user would select the location for that card and know that all the settings contained under it would be relevant to that location only.

 

  • Fixed heights and allowing scrolling grids reduced having additional cards and ultimately reduced the length of the settings screen

 

  • Location selection was ideated and reviewed multiple times with the team to try find something intuitive to the user. In the end a new card header style was created to support the location dropdown next to the title and added to our design system.

What we released

New BHB configuration general settings

As part of reorganising the settings, the BHB configuration card was implemented. Location specific settings sat under it with the general settings being the default tab.

 

The location selector dropdown was added to the new BHB configuration card allows them to change between the different locations.

 

New BHB configuration provider settings

The provider details used to live on a separate card and now have their own tab in the BHB configuration.

 

Logic put in place so only providers that have working hours at the location are shown on the list so the user is confident in what they are setting up is specific to that location.

Updated provider online booking settings card

In the provider settings, their online booking profile card was updated to also show and overview of all the locations they work at and the appointment types and availability for online bookings.

 

From feedback we made the provider working hours easily viewable through a tooltip to assist with them confirming their online booking availability.

Updated online booking settings card

The practice wide settings remain within the online booking settings card. The contents within were left as is and the team determined it could be reassessed in a future phase of work if needed.

Conclusion

Don’t feel the pressure to update everything at once:

 

From reviewing the brief the focus was getting the location specific settings up and running and tidy.

 

It was tempting to also delve into the designs for the practice-wide settings as they could have been improved but it would have been minimal gains for the amount of effort at this stage.

Propose something new to the design system:

 

Sometimes we can get caught up ideating with what components are existing and forget to look at how additions to an established system could be the viable option.

Test all workflows thoroughly:

 

From testing there were some funky things happening in the provider booking settings where it would pull and update data from different users and not just the one you had open.

 

This was a good reminder to check existing functionality as well to ensure everything is working as expected after changes have been made.