WaitZeros | Redesigning a clinic management platform with improved flow and user experience
WaitZeros | Redesigning a clinic management platform with improved flow and user experience
WaitZeros | Redesigning a clinic management platform with improved flow and user experience
Healthcare
Healthcare
B2B SaaS
B2B SaaS
Clinic Management
Clinic Management
Timeline
Timeline
3 months
3 months
Team
Team
Me, CEO, Product Manager, Dev Team
Me, CEO, Product Manager, Dev Team
Tools
Tools
Figma, Illustrator, Photoshop
Figma, Illustrator, Photoshop
01
Project Overview
Project Overview
The objective was to redesign the Waitzeros platform with a focus on simplifying critical workflows, reducing manual effort, and improving the overall user experience for Doctors and receptionists managing long patient queues.
The objective was to redesign the Waitzeros platform with a focus on simplifying critical workflows, reducing manual effort, and improving the overall user experience for Doctors and receptionists managing long patient queues.
02
Impact & Results
Impact & Results
≈ 80%
Wait Time Elimination
Approx 80% wait time elimination for the established frequent patients.
60%
Lead Conversion
60% increase in lead conversion post revamp
95%
Patient Satisfaction
Improved patient satisfaction scores across all measured dimensions.
03
Problems Identified
Problems Identified
I identified several pain points through the Patient interviews, Clinic observations and 3 months historical data which I then categorized into out of scope, partially addressed, or directly tackled through the design
I identified several pain points through the Patient interviews, Clinic observations and 3 months historical data which I then categorized into out of scope, partially addressed, or directly tackled through the design
Main Problem addressed
Main Problem addressed
Considered & Incorporated
Considered & Incorporated
Out of scope problems
Out of scope problems
Patient Booking Experience
Understanding the Patient Experience & Identifying Key Pain Points
Understanding the Patient Experience & Identifying Key Pain Points
To truly elevate the platform, a deep dive into the patient journey was paramount.
Through a combination of qualitative patient interviews and heuristic evaluation of the existing booking flow, I found out critical usability and transparency issues.
To truly elevate the platform, a deep dive into the patient journey was paramount.
Through a combination of qualitative patient interviews and heuristic evaluation of the existing booking flow, I found out critical usability and transparency issues.
As demonstrated in the flow above, the process lacked crucial features.
These pain points collectively contributed to a frustrating and inefficient experience, leading to abandon the online flow and opt for manual, in-person booking with the receptionist.
This inefficiency did not just increase the manual workload on staff; it also significantly extended the overall wait time for patients already at the clinic, compounding user frustration.
As demonstrated in the flow above, the process lacked crucial features.
These pain points collectively contributed to a frustrating and inefficient experience, leading to abandon the online flow and opt for manual, in-person booking with the receptionist.
This inefficiency did not just increase the manual workload on staff; it also significantly extended the overall wait time for patients already at the clinic, compounding user frustration.
Doctor Dashboard Design
Serve and Booking Screen
Serve and Booking Screen
The core challenge was a lack of workflow segmentation, leading to a high cognitive load on Doctors/Receptionist.
The redesign focused on eliminating complexity through strategic specialization, resulting in the creation of two distinct, purpose-built interfaces :
The core challenge was a lack of workflow segmentation, leading to a high cognitive load on Doctors/Receptionist.
The redesign focused on eliminating complexity through strategic specialization, resulting in the creation of two distinct, purpose-built interfaces :
The Patient Serve Screen for real-time flow control.
The Patient Serve Screen for real-time flow control.
The Booking Management Screen for high-level oversight
The Booking Management Screen for high-level oversight
This architectural change drastically reduced interaction time and positioned the platform to scale.
This architectural change drastically reduced interaction time and positioned the platform to scale.
Doctor Dashboard Design
Prescription and Bill Generation Flow
Prescription and Bill Generation Flow
Patient and provider interviews uncovered a consistent frustration:
The absence of integrated prescription and billing capabilities forced staff to manually track documents across disparate systems, leading to errors and patient dissatisfaction.
In response, we developed a comprehensive Customisable document generation feature that seamlessly integrates prescription writing and bill creation into the existing appointment workflow—ensuring accuracy, speed, and traceability.
Patient and provider interviews uncovered a consistent frustration:
The absence of integrated prescription and billing capabilities forced staff to manually track documents across disparate systems, leading to errors and patient dissatisfaction.
In response, we developed a comprehensive Customisable document generation feature that seamlessly integrates prescription writing and bill creation into the existing appointment workflow—ensuring accuracy, speed, and traceability.
Doctor Dashboard Design
Location Settings Screen
Location Settings Screen
The core challenge was scattered administrative controls across disconnected interfaces, creating friction in multi-location clinic setup and management.
The redesign focused on creating a unified configuration system through logical segmentation, resulting in three specialized sections:
The core challenge was scattered administrative controls across disconnected interfaces, creating friction in multi-location clinic setup and management.
The redesign focused on creating a unified configuration system through logical segmentation, resulting in three specialized sections:
The General Settings for location details.
The General Settings for location details.
The Location Images for clinic photography and branding.
The Location Images for clinic photography and branding.
The Queue Management for scheduling and timing control across multiple queues.
The Queue Management for scheduling and timing control across multiple queues.
Marketing
Website Design
Website Design
At Last I designed a high-conversion marketing website to showcase the WaitZeros solution, generate qualified leads, and build trust with potential clients through a clear value proposition and persuasive storytelling.
At Last I designed a high-conversion marketing website to showcase the WaitZeros solution, generate qualified leads, and build trust with potential clients through a clear value proposition and persuasive storytelling.
Engaging product showcase sections
Engaging product showcase sections
Lead generation forms and CTAs
Lead generation forms and CTAs
Customer testimonial highlights
Customer testimonial highlights
Optimized for conversions across devices
Optimized for conversions across devices
Learnings
Learnings
Designing for Healthcare Requires Different Principles
This was my first healthcare project, and I quickly learned that designing for medical workflows demands a fundamentally different approach than consumer products. Clarity isn't just good UX—it's a safety requirement. I learned every color, every label, every status indicator had to be immediately understandable, even to someone working a 12-hour shift under stress.
Technical collaboration made me a more effective designer
Working closely with the engineering team taught me that understanding database structures, API response times, and technical constraints leads to better, more implementable solutions. Learning to ask the right technical questions early and communicate design decisions in terms engineers could work with made me more respected as a collaborator and more strategic in my approach.
Designing for Healthcare Requires Different Principles
This was my first healthcare project, and I quickly learned that designing for medical workflows demands a fundamentally different approach than consumer products. Clarity isn't just good UX—it's a safety requirement. I learned every color, every label, every status indicator had to be immediately understandable, even to someone working a 12-hour shift under stress.
Technical collaboration made me a more effective designer
Working closely with the engineering team taught me that understanding database structures, API response times, and technical constraints leads to better, more implementable solutions. Learning to ask the right technical questions early and communicate design decisions in terms engineers could work with made me more respected as a collaborator and more strategic in my approach.
Dashboard Design is About Information Architecture First
Coming from consumer-facing design, dashboards presented a new challenge. I learned that successful dashboard design isn't about making things "pretty"—it's about understanding what decisions users need to make and surfacing exactly the right information at the right time. Through multiple iterations with doctors and front-desk staff, I learned to distinguish between "nice to know" and "need to know" data, which fundamentally changed how I approached information density.
Dashboard Design is About Information Architecture First
Coming from consumer-facing design, dashboards presented a new challenge. I learned that successful dashboard design isn't about making things "pretty"—it's about understanding what decisions users need to make and surfacing exactly the right information at the right time. Through multiple iterations with doctors and front-desk staff, I learned to distinguish between "nice to know" and "need to know" data, which fundamentally changed how I approached information density.
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©
Rajnish Kumar
2026
Like What You See?
©
Rajnish Kumar
2026
Like What You See?
©
Rajnish Kumar
2026
Like What You See?
©
Rajnish Kumar
2026