UI/UX Design
Kaira — UI/UX Redesign
A ground-up UX overhaul that made a clinical scheduling product feel simple for first-time patients.
Kaira's scheduling product worked well for clinic staff but confused the patients it was meant to serve, driving a steady stream of support calls for something that should have been self-service.
1. The Challenge
Booking a first appointment required navigating clinical terminology and a multi-step form never tested with an actual patient, and drop-off before confirmation was over 50%.
2. The Approach
We ran usability sessions with real patients, rebuilt the booking flow around plain language and progressive disclosure, and redesigned the visual system to feel calm rather than clinical.
3. The Result
Booking completion rose from under 50% to 84%, support tickets related to scheduling dropped by more than half, and Kaira now uses the new system as their design foundation going forward.