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Pulse — healthcare scheduling
A scheduling experience for clinics that dramatically reduced missed appointments through gentle, well-timed nudges.
- Role
- UX Lead
- Timeline
- 6 months
- Tools
- Figma, Framer
- Outcome
- −52% no-shows
The problem
No-shows were costing clinics revenue and patients care. Reminders were generic and easy to ignore.
Approach
Behavioural mapping
Mapped the patient journey to find the moments where commitment actually forms.
Smart reminders
Designed contextual, reschedule-first reminders that respected patients’ time.
Staff tooling
Built a calm dashboard so front-desk staff could act on risk, not noise.
Results
- 52% reduction in no-shows
- Front-desk workload down 30%
- Rolled out to 40+ clinics