Booking took 11 steps across four different screens, and half of all users abandoned before finishing — calling the contact centre instead.
We rebuilt the journey in 3 steps, with smart specialty search and an Arabic-first interface that performs identically on mobile, backed by a 60-component design system.
We shadowed 24 patients actually booking appointments.
We cut 11 steps to 3 and built testable prototypes.
We shipped a full design system and rolled out gradually with continuous measurement.
Call-centre volume dropped noticeably within weeks of launch. The numbers spoke for themselves.