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Optimizing Appointment Booking:
Hypothetical Case Study

Overview

For this hypothetical project, I explored how an adaptive questionnaire system could help breastfeeding consultants optimize their practice while providing better support to mothers. Drawing from deep knowledge of breastfeeding consultancy processes and standards, I designed a solution that addresses the critical challenge of matching urgent cases with timely care.

Understanding the Industry Challenge

Breastfeeding consultancy practices face significant operational challenges:

  • Inefficient information gathering consumes valuable consultation time
  • Inconsistent urgency assessment leads to suboptimal scheduling priorities
  • Resource allocation issues result when all cases are treated with similar urgency
  • Format selection (clinic, home visit, online) is often predetermined without considering specific needs

These challenges directly impact consultant efficiency and the quality of care mothers receive. A consultancy clinic needs tools that streamline scheduling, improve preparation, and optimize resource utilization.

Solution Approach

Based on industry knowledge and research of healthcare appointment systems, I designed a two-sided platform addressing both client intake and consultant management.

Appointment booking system mockup

Adaptive Client Intake System

I created a smart questionnaire that branches based on three key factors:

  • Consultation type (first-time, follow-up, new concern)
  • Baby's age (newborn, 1-6 months, 6-12 months, 1+ year)
  • Specific concerns (with visualizations for precise problem identification)

This approach collects only the most relevant information, allowing the system to:

  • Assess genuine urgency levels
  • Recommend appropriate consultation formats
  • Match clients with qualified consultants
  • Suggest suitable time slots
Client intake system mockup

Consultant Management Tools

For the consultancy side, I designed:

  • Scheduling Dashboard providing a comprehensive view of appointments across consultants
  • Analytics Interface highlighting patterns in client needs and consultant performance
  • Resource Utilization Metrics tracking efficiency and identifying optimization opportunities
Dashboard mockup
Analytics mockup

Impact and Benefits

This solution delivers significant advantages for consultancy practices:

  • Increased Efficiency through streamlined information gathering and preparation
  • Improved Resource Allocation by correctly identifying and prioritizing urgent cases
  • Enhanced Client Experience with appropriate consultation format recommendations
  • Data-Driven Decision Making through comprehensive analytics

For consultants, the system reduces administrative burden while ensuring they have the right information before each appointment. For practice managers, the analytics dashboard provides insights to optimize scheduling and staffing decisions.

Reflection

This project demonstrates how thoughtful UX design can transform practice management for specialized healthcare providers. By creating adaptive systems that respect the complexity of breastfeeding support, consultants can provide more effective care while running more efficient practices.

The solution balances the needs of both sides of the service equation — helping consultants help mothers more effectively through smart technology and careful information design.