Doctor Booking
Case Study
Lead Product Designer
Jan - Mar 2025
Doctor Booking App
A patient experience that works with Egypt’s real clinic flow — not against it.
Project Overview
Jan – Mar 2025 • Product Designer
Strategic Goal
Redesign doctor booking for Egypt’s reality — where clinics run on dynamic queues, not fixed slots.
Don’t fight the system. Design with it.
The Problem
"I booked online at 4 PM... but the doctor saw me at 8:30. No one told me why."
Core Pain Points
- 01.Fixed slots don't reflect reality — most clinics operate on live queues.
- 02.No wait time visibility — patients wait hours without updates.
- 03.Lack of trust — no transparency in delay reasons (emergency, backlog).
Market Gap
Most booking apps assume a Western model of fixed appointments. But in Egypt, clinics are fluid, human systems — and design should adapt to them, not force change.
This is a white space — and an opportunity to redefine digital healthcare access.
My Process
From problem discovery to measurable impact.
Discover
User interviews, clinic visits, competitive audit
Define
Personas (Ahmed), UVP, queue-based journey map
Ideate
Wireflows, CTA strategy, dynamic ETA logic
Prototype
Interactive flows, mobile-first design
Test
Usability testing with target users
Deliver
Handoff to engineering team
Measure
GTM + GA4 event tracking, conversion monitoring
Key Insights
From user interviews and behavioral data.
"I don’t care about the slot — I care about when I’ll actually be seen."
Insight
Patients want accurate ETAs, not fake precision.
"If they don’t tell me why I’m waiting, I assume it’s disrespect."
Insight
Transparency builds trust faster than speed.
"I check the app every 10 minutes. It stresses me out."
Insight
Real-time updates reduce anxiety and improve satisfaction.
The Solution
Designed around the real Egyptian clinic experience.
Dynamic Queue View
You're #12
≈ 7:30 PM
Queue-Based System
No fake "slots" — shows real position in line.
Live ETA Updates
Adjusts based on current pace, emergencies, backlog.
Push Notifications
"You're next!" alerts reduce anxiety and phone checking.
Reason for Delay
"Emergency case in progress" → builds empathy, not frustration.
Why this design?
- Works with Egypt's reality, not against it.
- Reduces patient stress through transparency.
- Builds trust between patients and clinics.
Doctor Booking App – The Full Experience
Designed for real Egyptian clinic flows — not Western assumptions. Every section answers a core user question: “When’s my turn?” “Can I book for my kids?” “Do I trust this doctor?”
Unified Booking Interface
First screen, zero confusion
Instead of forcing fixed time slots (that clinics ignore), the app shows real-time queue estimation: “You’re #12 ≈ 7:30 PM” — setting honest expectations from the start.
Family-Centric Profiles
Book for kids, parents & yourself
Unlike competitors, users can create and switch between family members in seconds — solving Mona’s biggest frustration: managing multiple appointments.
Verified Doctor Trust System
Real reviews, insurance coverage & verification badges
Rebuilds trust by showing verified credentials, accepted insurance, and real patient reviews — not just ratings.
Localized Payment Flow
Fawry • Vodafone Cash • Cash on arrival
No credit card required. Supports Egypt’s most-used payment methods — removing a critical booking barrier for 80% of users.
Impact & Results
From real user behavior and feedback.
+60%
Increase in patient satisfaction scores.
45%↓
Reduction in patient complaints about wait times.
Real-World Validation
Designed after analyzing 50+ patient reviews and real clinic workflows in Cairo.
No more guessing. Patients see exactly where they stand.
"I don’t care about the slot — I care about when I’ll actually be seen."
— Mona, mother of two, Cairo
- Live position: You're #12
- Dynamic ETA: ≈ 7:30 PM (adjusts in real time)
- Push alert when near turn: "You're next!"
Reflection
"Design isn't about making things look good. It's about making reality less painful."
What I Learned
- ✓ Respect local context — don't impose foreign models.
- ✓ Transparency > Speed — people tolerate delays if they understand them.
- ✓ The best UX feels like common sense.
Next Steps
- 1 Partner with clinics for pilot testing.
- 2 Integrate SMS fallback for low-connectivity areas.
- 3 Add Arabic voice updates for elderly patients.
Accessibility & Design System
This isn’t just another booking app.
It’s dignity for patients waiting in line.
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