Giving patients their time back and providers more time to care
Redesigned how over 2 million patients prepare for MinuteClinic visits, eliminating confusion and giving providers the information they need before the appointment even starts.
average increase in
click-through rates
average increase
in conversion rates
reduction in clinic
check-in time
Objective
Improve form completion and efficiency for patients and providers
My role
End-to-end redesign of the pre-visit experience, from research through implementation
Team
• Product
• Engineering
• UX Team
Tools
• Figma
• Usertesting.com
• Miro
The challenge
MinuteClinic’s pre-check-in process created friction for both patients and providers. Form drop-offs and lost time in appointments led to no-shows and operational inefficiency. Here's where it broke down:
For Patients:
For Providers:
Lost progress meant lost trust
If you paused to grab your insurance card, the session timed out. Oftentimes your progress vanished. Most people gave up rather than start over.
Nobody knew what could be done when
Some forms opened a week before your visit. Legal consent forms only became available 24 hours out. Patients had no way to tell what they could complete early versus what had to wait.
The finish line kept moving
At the end of "pre-check-in," most patients believed they were done. Then they'd arrive at the clinic and discover they still had to check-in to notify the provider they had arrived.
Forced to log in twice
Right after scheduling an appointment, users had to authenticate again to start pre-check-in. The friction came at the worst possible moment.
Appointment time spent gathering basic information
When patients showed up with incomplete forms, providers had to collect data instead of delivering care.
The kiosk was problematic
MinuteClinic's self-service kiosks were outdated. Patients either ignored them or needed staff help to use them. The company was phasing them out, but the replacement created new issues: patients would check in on mobile before leaving home, then get delayed in traffic or go to the wrong location. The clinic had no way to know when someone would actually arrive.
Confused patients led to no-shows and cancellations
Every incomplete pre-check-in meant less time for care, more administrative work for the provider.
User research
Through user testing and interviews, the picture became clear. Session timeouts destroyed progress. Timing windows were opaque. Redundant authentication forced people to log in again immediately after scheduling. Patients thought they were done with "pre-check-in" only to discover more paperwork at the clinic.
"I didn't know if my information was being saved. I was afraid to leave and come back."
"I thought I was done checking in, but then they asked me for more information at the clinic."
The insight: The real problem wasn't form length. It was that forms were unpredictable and unforgiving. Usera wanted to complete some sections at a time then return to other sections when they had more time. Users saw the value of completing forms in advance, but one failure was enough to make them stop trying.
My approach
My focus was understanding why patients abandoned forms and what would motivate them to complete the flow. I wanted to create a "Choose your own adventure" model where patients could complete whatever sections that they wanted to first and then return to complete the rest later. I worked cross-functionally to align product, and engineering around a patient-centered solution.
I established four design principles: set clear expectations from the start, reduce steps through dynamic logic, save everything always, and make boundaries between pre-check-in and arrival crystal clear.
The new experience
We rebuilt the entire pre-visit system around what patients needed and what operations could deliver.
Welcome Screen
The welcome screen shows patients exactly what they'll complete today versus what comes later. We eliminated the redundant login after scheduling and added real-time validation so errors get caught immediately.
Dynamic Forms
Conditional logic shows only relevant questions based on visit type, patient age, and medical history. Medical language is clear and scannable. Progress pie charts show real progress. Everything saves automatically so patients can leave and return without worry.
We collapsed lengthy legal consent forms so patients could open sections as needed. We connected CVS accounts to auto-fill existing health records.
Review & Confirmation
We coordinated with email campaigns to provide explicit next steps: "You're ready for your visit. Here's when to arrive and what to bring." This eliminated confusion about timing and reduced late arrivals at clinics.
Design consistency
We rewrote all microcopy to be scannable and reassuring. We redesigned email and SMS notifications to match the new flow. The design language stays consistent across scheduling, pre-check-in, and the broader CVS digital experience, with a tone that reduces healthcare anxiety.
A 30% faster check-in process saves 5–7 minutes per patient — translating to thousands of hours saved each year across 1,100+ MinuteClinic locations.
Impact
Patients now feel confident about what to expect before they arrive. Providers spend appointment time on care, not collecting basic information. The business reduced no-shows and built a stronger position in digital health.
Healthcare design is trust design. Every interaction either builds or erodes patient confidence. A progress pie chart that resonates with patients. A form that saves. Instructions that are clear. In healthcare, that confidence affects whether someone even seeks care.
The breakthrough came when we stopped asking "How do we digitize forms?" and started asking "How do we respect patients' time while giving providers what they need?" Getting product, engineering, legal, and clinical operations aligned around that question unlocked the real impact.