Work Lumen Clinics
Booking that works the first time, including for older patients
Three in ten online bookings were abandoned midway. We rebuilt the flow and reset type scale, contrast and touch targets against real accessibility criteria.
- Industry
- Healthcare
- Year
- 2024
- Stack
- Next.js · Accessibility audit · Multilingual
+41%
booking completion
The problem
Three in ten online bookings were abandoned, most of them at time selection — with a patient base largely over sixty.
The approach
Seven steps became three. Minimum 18px type, every pair passing WCAG AA contrast, touch targets no smaller than 48px, tested with twelve older patients.
The outcome
Booking completion up 41% and phone rescheduling down by a third — two hours a day back at the front desk.