The context
Health Hero's booking journey was built for an earlier product, and it showed: patients dropped off before confirming, and simple changes required engineering time the team didn't have. The new patient-booking experience went live in four months, built to be changed without a release.
The approach
We started with the patient journey, not the system — mapping where bookings stalled and redesigning the flow around the few decisions a patient actually needs to make. A Parser squad delivered the new experience alongside Health Hero's team, pairing throughout so the knowledge stayed in-house.
The impact
The new booking experience went live in four months. Patients complete bookings in fewer steps, drop-off has fallen, and the clinical team finally has a single view of upcoming appointments.
The experience is now driven by configuration rather than code, so Health Hero's team can adjust services, availability, and messaging without waiting for a release.
