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 — and this practice serves patients mostly over sixty. The people who most needed to book online were the ones least able to.
The constraint
Phone booking could not be removed. Older patients are not people who have yet to learn the internet; some of them will never use it, and removing the phone line removes them. Both routes had to coexist against a single shared inventory of appointment slots.
The approach
Seven steps became three. Minimum 18px type, every foreground-background pair passing WCAG AA, touch targets no smaller than 48px — then tested with twelve older patients on their own phones.
One decision
We removed account registration from the front of the flow. It had sat before time selection, and nine of the twelve testers stopped there. Booking now completes first and the account is offered afterwards. Registrations went down; completed bookings went up.
The trade-off
Without an account there is no patient record number to pre-fill, so the front desk does one extra check at arrival. We put that on the table explicitly, and the practice chose to accept the check in exchange for the completion rate.
The outcome
Booking completion up 41% and phone rescheduling down by a third — two hours a day back at the front desk.
Since then
They applied the same flow to health-screening appointments on their own, without us. The accessibility criteria live in the repository, so a new page that follows them passes.