Make a complicated service navigable.
I mapped the end-to-end appointment experience to clarify its complexity, focus the work, and align website and scheduling-system requirements.
Appointment making spans a connected experience.
Appointment making involves the website experience, scheduling requirements, and the systems that support the service. The work was to understand how those pieces fit together before narrowing the experience.
I mapped the end-to-end appointment experience so the team could see the complexity, focus the scope, and align the website work with scheduling-system requirements.
Map the end-to-end experience
Represent the patient's path across appointment needs and the different routes through the service.
Clarify complexity
Bring the experience and its system dependencies into a shared view of the problem.
Focus the scope
Use the end-to-end map to identify a manageable starting point for the website experience.
Align requirements
Connect website requirements with the scheduling systems that support appointment making.
A shared service picture teams could use to focus the work.
The map made the appointment experience easier to reason about across UX, website, and scheduling-system needs. It clarified the problem space, supported scope decisions, and aligned requirements across the digital experience and the service behind it.
Next: Strategy & influence ↗