Medical centre
During this project I was tasked with redesigning the User experience and visuals of a small medical Practice business in the South east of the UK
YEAR
2025
ROLE
CREATIVE DIRECTION
SERVICES
UI/UX REDESIGN
USABILITY TESTS
USERFLOW
WEB ANALYTICS
Problem
●
During Surveys 80% of patients said that they do not use the current website for booking appointments or finding information
●
This has lead to increased numbers of calls to the reception team, which has lead to increased costs from staffing overtime
●
After performing usability tests and note taking I found that users struggled with navigation and lacked confidence on how to perform simple tasks
●
I then created a persona and Journey map to allow me to clarify the feelings involved during the user experience
Solution
●
Reduced call volume by 40%, easing pressure on front-of-house operations
●
Improved staff wellbeing, with reception teams reporting less stress and overtime
●
Lowered operational costs by reducing overtime requirements
●
Increased website traffic by 35%, measured via Google Analytics
●
To improve website navigation, I introduced an AI assistant using a custom-prompt chatbot, enabling patients who struggle with phone communication to ask questions and receive clear, detailed responses.
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Medical centre
OVERVIEW
During this project I was tasked with redesigning the User experience and visuals of a small medical Practice business in the South east of the UK
YEAR
2025
ROLE
CREATIVE DIRECTION
SERVICES
UI/UX REDESIGN
USABILITY TESTS
USERFLOW
WEB ANALYTICS
Problem
●
During Surveys 80% of patients said that they do not use the current website for booking appointments or finding information
●
This has lead to increased numbers of calls to the reception team, which has lead to increased costs from staffing overtime
●
After performing usability tests and note taking I found that users struggled with navigation and lacked confidence on how to perform simple tasks
●
I then created a persona and Journey map to allow me to clarify the feelings involved during the user experience
Solution
●
Reduced call volume by 40%, easing pressure on front-of-house operations
●
Improved staff wellbeing, with reception teams reporting less stress and overtime
●
Lowered operational costs by reducing overtime requirements
●
Increased website traffic by 35%, measured via Google Analytics
●
To improve website navigation, I introduced an AI assistant using a custom-prompt chatbot, enabling patients who struggle with phone communication to ask questions and receive clear, detailed responses.
Smooth Scroll
This will hide itself!
This will hide itself!
Medical centre
OVERVIEW
During this project I was tasked with redesigning the User experience and visuals of a small medical Practice business in the South east of the UK
YEAR
2025
ROLE
CREATIVE DIRECTION
SERVICES
UI/UX REDESIGN
USABILITY TESTS
USERFLOW
WEB ANALYTICS
Problem
●
During Surveys 80% of patients said that they do not use the current website for booking appointments or finding information
●
This has lead to increased numbers of calls to the reception team, which has lead to increased costs from staffing overtime
●
After performing usability tests and note taking I found that users struggled with navigation and lacked confidence on how to perform simple tasks
●
I then created a persona and Journey map to allow me to clarify the feelings involved during the user experience
Solution
●
Reduced call volume by 40%, easing pressure on front-of-house operations
●
Improved staff wellbeing, with reception teams reporting less stress and overtime
●
Lowered operational costs by reducing overtime requirements
●
Increased website traffic by 35%, measured via Google Analytics
●
To improve website navigation, I introduced an AI assistant using a custom-prompt chatbot, enabling patients who struggle with phone communication to ask questions and receive clear, detailed responses.
Smooth Scroll
This will hide itself!
This will hide itself!