HealthPartners – UX Designer

Solution

We introduced the Next Available Appointment (NA) feature, which automatically shows users the earliest open appointment that fits their preferences (location, specialty, appointment type). Instead of scrolling through calendars or checking multiple providers, users can simply tap “Next Available” and instantly book the soonest appointment.


This helped users:

  • Save time by skipping manual searching

  • Get care faster

  • Stay in the online experience instead of calling the clinic

The work was delivered in two iterative pilot phases:

Pilot 1 – Appointment Scheduling Flow (Primary Care)

Soft Launch

  • Leveraged past feedback, analytics, and known user pain points

  • Integrated NA into the Primary Care scheduling flow without full filtering features

  • Broke implementation into sprints across multiple product teams

  • Leadership opted to launch without formal usability testing, relying on real-world analytics and feedback to guide iteration

First iteration of Next Available in the online scheduling flow

Pilot 2 – Find Care Directory + Additional Filters

Refinement and Scaled Rollout

  • Conducted a deeper analysis after Pilot 1 to identify usability and feature gaps

  • Used Human-Centered Design research and competitor reviews to understand expectations

  • Explored multiple flow variations and interaction models

  • Tested a simplified, intuitive flow with users to validate ease of use

  • Partnered across teams to build and launch enhancements within platform and data constraints

Once refined, the feature was successfully launched in both the online scheduling flow and the Find Care directory.

Result

The updated experience allowed more patients to complete bookings online—reducing burden on call centers and improving access to care.

Impact:

  • 7% decrease in scheduling drop-off

  • 30% increase in completed online bookings

  • $4 million in additional bi-weekly revenue

  • Faster appointment access + smoother user experience

  • Reduced call volume and operational strain

  • A scalable scheduling improvement now used across the digital care platform

Problem

Patients were calling the clinic for quick, routine appointments because the online scheduling experience was slow, hard to navigate, and required too many manual steps. This overwhelmed call centers, increased wait times, and led to frustration for both patients and support staff.

We needed to make booking online just as easy and immediate as calling, and ensure the experience worked in both the public-facing “Find Care” directory and the logged-in appointment scheduling flow.