Accredo provides their associate prescribers with an online tool that allows them and authorized employees within their office to schedule appointments for their "specialty" medication patients. The goal of this project was to simplify the scheduling process, reduce friction, and implement an opportunity to allow prescribers and authorized staff to schedule multiple patient appointments with greater speed and confidence. Through user research, task analysis, and iterative prototyping, I introduced a streamlined interface with features like batch scheduling, smart time-slot suggestions, and contextual navigation. The result was a scheduling experience that required fewer clicks, lowered cognitive load, and aligned more closely with clinical workflows–ultimately saving physicians valuable time and reducing staff stress.

According to feedback from prescribers and other authorized employees using the current scheduling interface, it was clunky and inefficient. This scheduling process also required multiple, disjointed steps to book several appointments for the same patient. This lead to user frustration, scheduling errors, and lost productivity–especially during high-volume clinic hours.

I spent time with some of the Accredo prescribers to observe how they interacted with the current scheduling system in real-world scenarios. These contextual inquiries helped uncover workflow bottlenecks, cognitive burdens, and common pain points. This deep understanding informed every stage of the redesign.

The user experience was reimagined into a single, streamlined session that allowed users to schedule single or multiple appointments–across departments or time slots–without restarting the process. This reduced redundancy, eliminated unnecessary clicks, and better aligned with physicians' mental models.

Interactive prototypes were created at various fidelities—starting with low-fidelity wireframes and progressing to high-fidelity mockups. These were tested with prescribers and support staff through moderated usability sessions, allowing us to validate key assumptions, gather direct feedback, and iterate based on real user behavior.

The front-end developers and I worked hand-in-hand throughout the implementation phase, translating design components into practical code-ready specifications. We maintained open channels for feedback, which allowed us to troubleshoot edge cases early, ensure fidelity to the user experience, and ship a polished product without last-minute surprises.

• Cut appointment scheduling time by 35%: By streamlining the scheduling workflow and reducing redundant steps, I significantly shortened the time it took for users to complete multi-appointment bookings. This was achieved through a redesigned UI that prioritized task flow efficiency, smart defaults, and clearer visual hierarchy—resulting in a 35% reduction in scheduling time during usability testing and post-launch tracking.
• Increased task completion rate by 42%: Usability testing before and after the redesign showed a marked improvement in users' ability to complete complex scheduling tasks without assistance or error. Thoughtful UI patterns, contextual guidance, and a simplified interaction model contributed to a 42% increase in successful task completion across different user roles.
• Contributed to a company-wide UX pattern library based on this work: The components and interaction patterns developed for the scheduling redesign—such as the multi-step flow, smart date pickers, and inline validations—were adopted into the organization's shared design system. I collaborated with other designers to document and standardize these patterns, helping elevate UX consistency across multiple products.
• A patent is currently pending for this feature.