Checkout Redesign

🔑 Key Impacts

• Simplified the end-to-end scheduling and payment experience
• Reduced drop-off by clarifying instructions and minimizing required steps
• Improved accessibility and visual hierarchy across platforms
• Created reusable components to scale design consistency
• Set the foundation for future features like multi-visit scheduling and payment flexibility

🎯 Objectives

• Redesign the scheduling and checkout experience to support upcoming features, improve accessibility, and align with MDLIVE’s updated design system
• Reduce friction in the appointment flow, lower abandonment rates, and increase patient satisfaction
• Conduct user testing, align with cross-functional teams, and iterate designs through phased delivery
• Address gaps in clarity, responsiveness, and system logic that impact all patient interactions
• Deliver high-fidelity designs and reusable components ready for development implementation

🔍 Understanding the Problem

As MDLIVE expanded its virtual care services, its existing scheduling and checkout process began to show signs of strain. New use cases such as multi-visit scheduling and skip-payment options required a more scalable system, while the legacy UI caused issues in usability and accessibility.

Key issues:

• Fragmented and inconsistent UI components
• Visual and interaction patterns that didn’t meet accessibility standards
• A confusing payment experience that led to drop-offs and user frustration

The checkout page became the primary focus due to its central role in the user journey and its impact on both conversion and retention.

🛠 Approach & Execution

🧭 Discovery & Planning

I led competitive research into top healthcare and consumer platforms to understand how others handled similar workflows. From this, I created a series of insights and presented UX opportunities to stakeholders.

Insights included:

• Reduce complexity and number of fields
• Improve clarity with strong CTA structure and progress indicators
• Plan for a modular structure to accommodate future features

🧱 Mapping & Low-Fidelity Design

I mapped the full appointment-to-checkout journey and created low-fidelity user flows, identifying key friction points and simplifying task paths. Early mockups were shared across product and engineering teams for initial feedback.

🧪 Testing & Iteration

Using UserZoom, I tested early versions of the checkout flow to validate assumptions and refine usability.

Key feedback and design improvements:

• Too much explanatory text → simplified and trimmed content
• Lack of guidance → added tooltips, progress indicators, and clearer labels
• Visual clutter → reorganized layout to highlight required actions and information hierarchy

These refinements dramatically improved user comprehension and confidence.

🎨 High-Fidelity Design & Prototyping

I translated the refined flow into high-fidelity designs, applying MDLIVE’s updated brand system and accessibility standards.

Deliverables included:

• Final UI for web and native mobile platforms
• Reusable components added to the design system
• A fully interactive prototype for internal demos and stakeholder validation
• Annotated specs for a clean engineering handoff

🤝 Collaboration & Handoff

I worked closely with cross-functional partners—including engineering, product management, and accessibility leads—to finalize implementation requirements. We conducted several alignment reviews to confirm scope and edge cases.

Final handoff included:

• Annotated wireframes and component documentation
• QA notes for implementation
• Recommendations for phased feature rollouts (e.g., multi-visit scheduling)

📈 Outcomes

• Increased clarity and user control through improved structure and visual hierarchy
• Strengthened design system and component reusability for future features
• Positive user feedback and increased satisfaction with the appointment experience

“MDLIVE received high general satisfaction ratings, with 85% of users reporting that they received ‘excellent’ or ‘good’ value from the service.” – Healthline

🧭 Reflection

This project reinforced the importance of clarity, consistency, and accessibility in healthcare UX. By iterating with real users and collaborating closely with product and engineering, we delivered a design that not only improved current workflows but laid the groundwork for future innovation.

It was a strong example of how user feedback and UX leadership can drive scalable, business-aligned outcomes in high-impact flows like scheduling and checkout.