CareQueue

Patients booked by phone and waited without knowing how long it would take. Reception staff were handling calls, walk-ins, and paperwork at the same time.

Any new system had to work for patients of all ages and fit into a clinic day that leaves very little time for learning new tools.

Discovery included time at reception desks in several clinics. We learned that the queue, not the booking, was the real source of frustration, and reshaped the product around it.

We designed for accessibility from the first wireframe: large touch targets, plain language, and a booking flow that works just as well through the front desk for patients who prefer it.

Patients book and check in from their phone and see a live estimate of their wait. Notifications tell them when to head to the clinic.

The front-desk application gives staff one view of bookings, walk-ins, and the live queue, with simple tools to reorder or reschedule.