Original User Flow – "Before Redesign"

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[Phone Call Booking] ↓ [Paper Form at Check-In] ↓ [Manual Search for Client] ↓ [Scan Form into System] ↓ [Doctor Reviews Info on Day-Of]

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📞 Phone Call Booking

Pros:
- Personalized experience and can answer questions in real time
‍Cons:
- ‍Not scalable, no digital record of booking, high chance of human error etc.
Why move on:
- No structured appointment tracking; inconsistent follow-up processes

📝 Paper Form at Check-In

Pros:
- Easy fallback for tech-averse users
- Legally valid physical documentation
Cons:
- Takes 8–27 mins to fill
- Slows down morning check-ins
- Creates long queues
Why move on: Major contributor to lateness and delays.

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🔍 Manual Search for Client

Pros:
- Can find anyone eventually
Cons:
- No built-in calendar or filtering
- Prone to misfiling or delays
Why move on: Took too long to locate patients; led to confusion at front desk.

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🖨️ Scan Form into System

Pros:
- Digital backup exists after the fact
Cons:
- Time-consuming
- Sometimes illegible handwriting
Why move on: Introduced lag between data collection and availability for doctors.

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👩‍⚕️ Doctor Reviews Info on Day-Of

Pros:
- Can address latest updates
Cons:
- Often rushed
- No prep time before patient arrives
Why move on: Without pre-submitted info, quality of care and timing suffered.

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What's the typical answer?

Inspired by military GPS vests, I designed Vestagogo—a Bluetooth-powered wearable that delivers navigational cues through vibration.

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The mission

この文章はデザインやレイアウトの確認のために使用される仮のテキストです。内容には特に意味はありませんが、文章の長さや構成を視覚的に確認する目的で作成されています。山川草木が静かに揺れるような風景を想像させる言葉ではなく、純粋にスペースを埋めるためのものであり、読み手に特定の情報を提供するものではありません。このテキストは必要に応じて繰り返し使用可能で、デザインの調整に役立ちます。

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Current process

Originally, patients had 2 options: call to book the appointment or book the appointment with this form where the clinic would call the patient later.

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Both options demand quite a bit of friction of the patient as well as information that may not be initially know, Ifound their was an opprotunity to remove user frustrations while concurrently reducing the time it takes everyone to walk though the whole process

Part two

Annotating & Revising

How do you start a revision?

Look for what works well and what doesn't. Since the goal was to make something that fit in the current design system, the first step was to explore what parts of the current system were strong and which were weak. To make sure we solved our pain point though, we focused on just the ones that related with speed for this annotation.

Heading

The mission

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Initial Solution

Management didn't want to create many changes out of fear of issues like cost (hiring a developer to implement and maintain it) as well as time to learn(they wanted something that would be fast and effective for current patients and staff)
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So I had to change the mind of management to believe a website embed would be able to change user experiences dramatically if I had enough time to build a full end to end platform for them.

User Flow – "QR Code with Embedded Typeform"

[Phone Call Booking] ↓ [QR Code via website] ↓ [Patient Fills Typeform] ↓ [Data Saved to Google Sheet] ↓ [Employee Finds Record Manually]

‍

📞 Phone Call Booking

Pros:
- Personalized experience and can answer questions in real time
‍Cons:
- ‍Not scalable, no digital record of booking, high chance of human error etc.
Why move on:
- No structured appointment tracking; inconsistent follow-up processes.

📱 QR Code Sent via Website

Pros:
- Easy to access form via smartphone
- Encouraged earlier form submission
Cons:
- Relied on patient initiative
- Front desk didn’t know if it was filled
Why move on: Lacked visibility into submission status; not tied to internal tools.

🧾 Patient Fills Typeform

Pros:
- Forms filled at home saved 10–20 mins
- Auto-fill made it even faster
Cons:
- Not legally validated
- No built-in expiration or scheduling logic
Why move on: Data disconnected from patient profiles and internal systems.

📊 Data Saved to Google Sheet

Pros:
- Better than paper
- Accessible across staff
Cons:
- Not integrated with medical platform
- Manual linking to patient required
Why move on: Created new steps for front desk instead of saving time.

🧑‍💼 Employee Finds Record Manually

Pros:
- At least info existed
Cons:
- Still prone to human error
- Added workload on staff
Why move on: Still inefficient and fragile process.

‍

What's the typical answer?

Inspired by military GPS vests, I designed Vestagogo—a Bluetooth-powered wearable that delivers navigational cues through vibration.

‍

How do patients get to this page?

It is accessed at the moment only in the clinic. The test that we began was simply to create a QR code that would take everyone specifically to the page to register and fill in their data.

‍

So tell me about the embed

The embed was a quick, virtually no time cost to implement, proof of concept solution that could instantly be added to the website. Its literally just a Typeform that is styled in Brooklyn Mint Dental's design system. The questions were broken down and spread across several steps.

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The mission

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Affinity mapping

I started off by collecting patient data with a voluntary survey for about 3 weeks and found a few common insights. This gave management the validation that an embed solution was worth the investment.

Heading

The mission

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

So, mission accomplished right?

Not quite; the goal was to improve the speed of the check in process. This was meant to be done just to prove customers would prefer filling this out online vs in person and that it is doable to have it embeded into the Brooklyn Mint Dental website.

Based on the research

What are the design requirements that we must meet?

Patients must be able to complete the check in details on their own ( on their phone or a laptop )

The system must link directly to the website that they have so that employees won't need to learn much to access it.

So, mission accomplished right?

Heading

Based on the research

What are the design requirements that we must meet?

Patients must be able to complete the check in details on their own ( on their phone or a laptop )

The system must link directly to the website that they have so that employees won't need to learn much to access it.

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Mid Fidelity

After a few dozen mid fidelity mockups were made based on the insights from the survey and the affinity map, I found a handful of strong solutions that were easy to develop and maintaine.

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First we need a dashboard to manage the answers to the forms shown above. And second, we need a easy to navigate form that is easy to access.

Heading

Based on the research

What are the design requirements that we must meet?

Patients must be able to complete the check in details on their own ( on their phone or a laptop )

The system must link directly to the website that they have so that employees won't need to learn much to access it.

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Solution M

A week centric approach that focused on showing a high-level preview of each patient. It was seen as showing too much information ( like faces ) and it lacked letting employees easily know when a patient was coming in.

Heading

Based on the research

What are the design requirements that we must meet?

Patients must be able to complete the check in details on their own ( on their phone or a laptop )

The system must link directly to the website that they have so that employees won't need to learn much to access it.

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Solution N

A gCal centric approach fixed the issue of not being able to see upcoming meetings, but it was difficult for a employee to know, at a glance, what CTAs they needed to click.

While this was a better overview for a doctor or business owner, it wasn't great for the day to day employees who needed to use it.

Heading

Based on the research

What are the design requirements that we must meet?

Patients must be able to complete the check in details on their own ( on their phone or a laptop )

The system must link directly to the website that they have so that employees won't need to learn much to access it.

この文章はデザインやレイアウトの確認のために使用される仮のテキストです

Solution O(selected)

Scalability

So did we meet the design needs?

For the employees? Yes

The employee dashboard was designed in figma, coded in Webflow and launched with an easy to maintain Zapier custom plugin I built to automate the process of creating unique ids for each patient who joins.

Since it was coded with Webflow, they can make changes and edits to it without a developer using the Figma to Webflow plugin. It was designed and annotated with intention to help others understand what shouldn't be changed and why design choices were made.

‍

What does the dashboard have to do with the forms?

We will send an email to each patient when the following CTAs are tapped.

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Tapping the button will send an email to the patient to fill out their intake form at home.

Opening the email will let them click a link to visit a special page just for them to fill out their detailed personal intake survey.

After a patient clicks the link, they will be taken to a page similar to the enterpise page. Only difference is, they will only be able to fill out and submit their personal information.

They can access it from their desktop or mobile device as well

The survey is accessible on mobile and web

We also analyzed the survey page design, but generally it tested well

Solution O User Flow – "Calendar + Auto Email + Survey Integration"

[Patient Books via Phone/Web] ↓ [Calendar View Created in Dashboard] ↓ [Auto Email Triggered 24h Before] ↓ [Patient Completes Survey via Custom Link] ↓ [Data Auto-Syncs to Patient Profile] ↓ [Doctor Reviews in Advance]

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📞 Phone Call Booking

Pros:
- Personalized experience and can answer questions in real time
- Booking process unchanged for user ease
- Option to book online in future roadmap
Cons:
- Not scalable, no digital record of booking, high chance of human error etc.
- Relies on front desk accuracy
Why improve: Foundation for triggering automated workflows.

🗓️ Calendar View Created in Dashboard

Pros:
- Visual scheduling
- Shows all upcoming appointments
- Front desk knows when to expect each patient
Cons:
- Requires some training at first
Why include: Helps with batch planning and reduces search time.

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📧 Auto Email Triggered 24h Before

Pros:
- Legally compliant
- Ensures info is current
- No manual intervention
Cons:
- Could land in spam if not managed
Why include: Timely form submissions and preparation for staff.

🔗 Data Auto-Syncs to Patient Profile

Pros:
- No more manual record finding
- Always up to date
Cons:
- Requires ongoing maintenance of integration
Why include: Eliminated wasted time and errors.

🧑‍💼 Employee Finds Record Manually

Pros:
- At least info existed
Cons:
- Still prone to human error
- Added workload on staff
Why move on: Still inefficient and fragile process.

‍

👨‍⚕️ Doctor Reviews in Advance

Pros:
- Improves quality of care
- Allows prep time
Cons:
- Needs good dashboard UX
Why include: Final step of a seamless, fast check-in and care system.

‍

What's the typical answer?

Inspired by military GPS vests, I designed Vestagogo—a Bluetooth-powered wearable that delivers navigational cues through vibration.

Employee view vs Customer view

So did we meet the design needs?

For the patients? Yes

Candidates will see a survey similar to the one we initially gave them but the biggest difference is we make it easy to verify that this survey is unique to them ( the name is attached in a semi-sensitive way ) and we provide a mobile flexible way to see the same details. Employees can also fill it out manually while also uploading with QR codes or uploading past documentation from past medical history.

Since users are going to be able to fill this out on their own from their email, we can be sure that the check in process will be dramatically faster since it won't be done in the clinic.

Impact

Before Implementation (January 2025):

Morning appointments ran ~45 minutes late on average
Evening appointments ran ~70 minutes late
1 cancellation per day due to check-in issues

After Implementation (February 2025):

Morning delays reduced to ~8 minutes
Evening appointments started on time
0 cancellations related to check-in delays

Patient behavior shift:

Over 75% of patients filled out intake forms digitally before arriving
Only 2% of patients opted for paper forms after the change
Staff reported a notable drop in manual data entry tasks and last-minute document scrambles

Brooklyn Dental - Enterprise Founding Designer

case study

Project overview

The Mission

The problem

‍

What's the typical answer?

Key considerations

What's the typical answer?

Heading

The mission

Before

The solution

What's the typical answer?

Heading

The mission

After

Heading

The solution

Where do you focus when their is friction everywhere?

Original User Flow – "Before Redesign"

‍

📞 Phone Call Booking

📝 Paper Form at Check-In

🔍 Manual Search for Client

🖨️ Scan Form into System

👩‍⚕️ Doctor Reviews Info on Day-Of

What's the typical answer?

Heading

The mission

Current process

Annotating & Revising

How do you start a revision?

Heading

The mission

Initial Solution

User Flow – "QR Code with Embedded Typeform"

‍

📞 Phone Call Booking

📱 QR Code Sent via Website

🧾 Patient Fills Typeform

📊 Data Saved to Google Sheet

🧑‍💼 Employee Finds Record Manually

What's the typical answer?

‍

How do patients get to this page?

‍

So tell me about the embed

Heading

The mission

Affinity mapping

Heading

The mission

So, mission accomplished right?

Based on the research

So, mission accomplished right?

Heading

Based on the research

Mid Fidelity

Heading

Based on the research

Solution M

Heading

Based on the research

Solution N

Heading

Based on the research

Solution O(selected)

Scalability

So did we meet the design needs?

‍

What does the dashboard have to do with the forms?

Solution O User Flow – "Calendar + Auto Email + Survey Integration"

‍

📞 Phone Call Booking

🗓️ Calendar View Created in Dashboard

‍

📧 Auto Email Triggered 24h Before

🔗 Data Auto-Syncs to Patient Profile

🧑‍💼 Employee Finds Record Manually