Oshi Health
Role
Product Design Intern
June 2023 - August 2023
Team
Sr. Product Designer
Associate Product Manager
Director of Product
Director of Marketing
Head of Product & Marketing
UX Work Performed
User Flows
Interactive Prototyping
Design System Adherence
Usability Testing
Data Analysis
Responsive Design
Toolbox
Figma
Jira
At-a-glance
Oshi Health is a provider of virtual-first, value-based care for gastrointestinal (GI) conditions. The company needed to address high drop-off rates (33%) during the appointment booking process, the final step of their sign-up flow. Our users, predominantly U.S. residents aged 26-55 with GI-related issues, aim to easily book their first appointment and begin their care journey with minimal friction.
Role
Product Design Intern
June 2023 - August 2023
Team
Sr. Product Designer
Associate Product Manager
Director of Product
Director of Marketing
Head of Product & Marketing
UX Work Performed
User Flows
Interactive Prototyping
Design System Adherence
Usability Testing
Data Analysis
Responsive Design
Toolbox
Figma
Jira
At-a-glance
Oshi Health is a provider of virtual-first, value-based care for gastrointestinal (GI) conditions. The company needed to address high drop-off rates (33%) during the appointment booking process, the final step of their sign-up flow. Our users, predominantly U.S. residents aged 26-55 with GI-related issues, aim to easily book their first appointment and begin their care journey with minimal friction.
Project Background
This feature redesign was assigned by my manager, the Sr. Product Designer at Oshi Health, due to high drop-off rates in the appointment booking process. The 33% drop-off rate was significantly impacting new member acquisition, making this a high-priority project for the business.
Project Background
This feature redesign was assigned by my manager, the Sr. Product Designer at Oshi Health, due to high drop-off rates in the appointment booking process. The 33% drop-off rate was significantly impacting new member acquisition, making this a high-priority project for the business.
Goals and Considerations
Primary Goal
Design a UI that decreases the 33% drop-off rate during onboarding appointment booking
Key Considerations
Investigate reasons behind the high drop-off rate
Analyze Oshi Health data to define target audience
Target Users
Analyzed Oshi Health data to define my target users:
Residents of the United States
Age 26-55
GI related issues
Analyzed Oshi Health data to define my target users:
Residents of the United States
Age 26-55
GI related issues
Sign-up flow drop-off data
Goals and Considerations
Primary Goal
Design a UI that decreases the 33% drop-off rate during onboarding appointment booking
Key Considerations
Investigate reasons behind the high drop-off rate
Analyze Oshi Health data to define target audience
Target Users
Analyzed Oshi Health data to define my target users:
Residents of the United States
Age 26-55
GI related issues
Sign-up flow drop-off data
Competitor Analysis
Examined app store reviews for similar services like ZocDoc and other healthcare booking apps
Identified key features and UI elements
Noted common pain points and areas for improvement in existing solutions
Competitor Analysis
Examined app store reviews for similar services like ZocDoc and other healthcare booking apps
Identified key features and UI elements
Noted common pain points and areas for improvement in existing solutions
Mapping User Flows
The journey of a user booking an appointment with Oshi Health begins with the user landing on the homepage and progresses through account creation or login, personal information entry, appointment type selection, date and time choice, and final confirmation.
Key decision points and potential drop-off areas are highlighted, showing where our redesign focuses on improving user experience and reducing the 33% drop-off rate.
Mapping User Flows
The journey of a user booking an appointment with Oshi Health begins with the user landing on the homepage and progresses through account creation or login, personal information entry, appointment type selection, date and time choice, and final confirmation.
Key decision points and potential drop-off areas are highlighted, showing where our redesign focuses on improving user experience and reducing the 33% drop-off rate.
Problems I Solved
Streamlined the date and time selection process
Reduced user commitment barriers in appointment booking
Problems I Solved
Streamlined the date and time selection process
Reduced user commitment barriers in appointment booking
problem 1
The inefficient date and time selection process is causing user frustration.
The previous appointment booking calendar:
Inefficient use of screen space
Slow loading times, causing user frustration
Limited visibility of available time slots
Lack of clear visual hierarchy for dates and times
Difficulty in comparing availability across different days
Poor mobile responsiveness, leading to suboptimal experience on smaller screens
Previous Appointment Booking Calendar
problem 1
The inefficient date and time selection process is causing user frustration.
The previous appointment booking calendar:
Inefficient use of screen space
Slow loading times, causing user frustration
Limited visibility of available time slots
Lack of clear visual hierarchy for dates and times
Difficulty in comparing availability across different days
Poor mobile responsiveness, leading to suboptimal experience on smaller screens
Previous Appointment Booking Calendar
problem 1
Iterating
With research completed, I started wireframing some ideas. Two concepts stood out, and I presented these to my team to get feedback.
Concept 1: Multi-Day Appointment Grid
This concept was discarded because Oshi's 20-30 daily appointment slots would require excessive scrolling, potentially frustrating users.
Concept 2: Scrollable Daily Timeslots
First Draft
Second Draft
problem 1
Iterating
With research completed, I started wireframing some ideas. Two concepts stood out, and I presented these to my team to get feedback.
Concept 1: Multi-Day Appointment Grid
This concept was discarded because Oshi's 20-30 daily appointment slots would require excessive scrolling, potentially frustrating users.
Concept 2: Scrollable Daily Timeslots
First Draft
Second Draft
problem 2
Users don't want to commit to making an appointment.
Reduce booking anxiety by emphasizing flexibility and transparency:
Highlight easy cancellation and rescheduling options
Provide clear information about appointment process and expectations
Offer reassuring messaging throughout the booking flow
problem 2
Users don't want to commit to making an appointment.
Reduce booking anxiety by emphasizing flexibility and transparency:
Highlight easy cancellation and rescheduling options
Provide clear information about appointment process and expectations
Offer reassuring messaging throughout the booking flow
problem 2
Final Proposed Design
UX Improvements
- Refreshed UI
problem 2
Final Proposed Design
UX Improvements
- Refreshed UI
Usability Testing
A: My Proposed Design
B: Previous Calendar Design
Usability Testing
A: My Proposed Design
B: Previous Calendar Design
Testing Results
I got data from:
Screen recordings
Time to complete tasks
Likert ratings
Heat maps
Testing Results
I got data from:
Screen recordings
Time to complete tasks
Likert ratings
Heat maps
Testing Results Summary
.
My Proposed Design
Previous Design
Speed
1.67 min
1.84 min
Likert scale
(1 = very hard, 5 = very easy)
4.7
4.2
Intuitiveness
“It was easy to use and complete”
“Scrolling to the right to select times seemed unusual.”
Testing Results Summary
.
My Proposed Design
Previous Design
Speed
1.67 min
1.84 min
Likert scale
(1 = very hard, 5 = very easy)
4.7
4.2
Intuitiveness
“It was easy to use and complete”
“Scrolling to the right to select times seemed unusual.”
Engineering Specs
I created a dynamic design for various viewports that adapts seamlessly across mobile and desktop environments.
The design adjusts typography, spacing, and interactive elements to ensure optimal user experience on all devices, from smartphones to large desktop monitors.
I held a detailed review session with the engineering team. We discussed the responsive behavior, potential technical challenges, and optimal solutions for maintaining design integrity across all viewports.
Engineering Specs
I created a dynamic design for various viewports that adapts seamlessly across mobile and desktop environments.
The design adjusts typography, spacing, and interactive elements to ensure optimal user experience on all devices, from smartphones to large desktop monitors.
I held a detailed review session with the engineering team. We discussed the responsive behavior, potential technical challenges, and optimal solutions for maintaining design integrity across all viewports.
Final Designs
Based on research data, we implemented my design. A click-through prototype can be viewed below.
✔️ Faster conversion: Weekly layout encourages users to book their appointment asap
✔️ Scalable: Better use of screen space
✔️ Scannable: Dates with no availability disabled, CTA disabled until valid date and time selected
✔️ Speed improvements: Loading one week at a time is faster than loading one month
Mobile
Desktop
Final Designs
Based on research data, we implemented my design. A click-through prototype can be viewed below.
✔️ Faster conversion: Weekly layout encourages users to book their appointment asap
✔️ Scalable: Better use of screen space
✔️ Scannable: Dates with no availability disabled, CTA disabled until valid date and time selected
✔️ Speed improvements: Loading one week at a time is faster than loading one month
Mobile
Desktop
I’m so glad you’re here! Let’s make something cool together.
I’m so glad you’re here! Let’s make something cool together.
I’m so glad you’re here! Let’s make something cool together.