2023, Banfield Pet Hospital: Scheduling Tool for Call Center Associate

 

Problems to solve

  1. Long wait time: Clients can’t find appointments available online. Clients are put on hold when calling to schedule an appointment

  2. Hospital team’s workload: They feel overwhelmed with scheduling work. It distracts them from giving actual care to the patients.

  3. Conversion KPI: The business wants to increase the number of wellness plan conversions rate.

What I did

  1. Host workshops to identify and visualize solutions. 

  2. Conduct usability tests, create prototypes, and iterate design

Outcome:

The user’s preferred solution is identified and explored in a ready-to-for-sprints stage before launching to 1,000 Banfield hospitals in the US.

My Role & Responsibility

Project Creative Lead

  • Planned 4 weeks Creative discovery project

  • Planned, hosted, and facilitated workshops

  • Led the final readout meeting with client leadership

UX Researcher

  • Created usability test plan and script

  • Hosted 5 usability tests

  • Analyzed feedback and created a test report

UI/UX designer

  • Created prototypes and Wireframes

  • Host the design review meetings with clients team

2 Workshops

Uncover all important topics and get alignment between stakeholders

9 participants

  • 1 - Decision Maker (Director Level)

  • 2 - Call Center Team

  • 2 - Scheduling Team

  • 2 - Hospital Team

  • 2 - Project Managers

Workshop1 outcomes

Proto Personas

Workshop 2

  • Ideated possible solutions and chose one to implement and test with real users.

  • Listed all questions we want to learn/ask real users

Design > Test> Iterate

Prototype

*This project is subjected to a non-disclosure agreement of showcasing all internal-related work. Please contact me for more detail.

Usability Test

I hosted tests with 5 call center personnel

Example usability issues found

  • It was unclear at first which pet we are scheduling (3/5 participants)

  • Days, until OWP expired, is hard to find (2/5 participants)

  • Pet species was unclear (4/5 participants)

  • The display of pet information looks cluttered (4/5 participants)

Iterated + 3 design reviews with stakeholders

 

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