--- name: clinic-booking-experience type: experience journey: customer persona: Patient (67) or carer domain: Healthcare technology: Native mobile app (iOS / Android) core: "1.0" description: "Experience skill: Booking a clinic appointment — the best-practice customer journey for a patient (67) or carer in Healthcare on Native mobile app (iOS / Android). Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Booking a clinic appointment An older patient or their carer books the right appointment on a phone, with large text, clear choices and nothing clinical left ambiguous. **Outcome** — A patient or carer books the right appointment in under three minutes, understands every choice, and receives a reminder they can act on. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Ruth, Patient (67) or carer > “Just tell me when and where, in big letters, and let me change it if I can’t make it.” Manages two long-term conditions; sometimes books on behalf of her partner. **Goals** - Find a time that works with transport - Book for herself or someone she cares for - Get a reminder she can act on **Pains** - Tiny text and timed-out forms - Medical jargon - Not knowing if the booking went through **Behaviours** - Uses large text and zoom - Reads every word before acting - Calls the clinic if unsure **Access needs** - Large text (200%) - Low vision — high contrast - Mild tremor — larger targets --- ## Domain — Healthcare - Health data is special-category (GDPR) / PHI (HIPAA): minimum necessary - Clinical safety: urgent symptoms routed to the right service, not a booking - Booking on behalf of someone requires recorded consent Vocabulary to use: `appointment`, `clinician`, `surgery / clinic`, `reminder`, `carer` ## Technology — Native mobile app (iOS / Android) Inputs: Touch, Voice dictation, Screen reader - Supports Dynamic Type / font scaling to 200% - No timeouts under 20 minutes without warning - Calendar and reminder integration --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Find** | Choose the kind of appointment in plain words | `list + filters` | “What do you need help with?” | | 2 | **Choose a time** | Pick a slot that fits transport | `detail` | “Tue 14 Oct · 10:40 · Riverside Clinic” | | 3 | **Your details** | Confirm who it is for and how to reach them | `form` | “Who is this appointment for?” | | 4 | **Confirm** | Know it is booked and how to change it | `confirmation` | “You’re booked” | | 5 | **Reminder** | Act on the reminder the day before | `feedback` | “Tomorrow 10:40 · Confirm or change” | ### 1. Find - Plain-language categories, not clinical codes - Urgent-symptoms link on every screen - **empty:** No times this week — offer the earliest date and a call-back ### 2. Choose a time - Times grouped by morning / afternoon - Location and travel shown with each slot ### 3. Your details - “Booking for someone else?” as a clear choice - Pre-fill from the account; ask only what is missing - **error:** Explain the fix in plain words; never clear fields ### 4. Confirm - Date, time, place and clinician in large text - Add to calendar and change / cancel in one tap ### 5. Reminder - Reminder has Confirm, Change and Cancel actions - Directions and what to bring --- ## Principles 1. Plain language at a reading age of 9–11 2. Large targets and text that scales to 200% without loss 3. No timeouts that lose work 4. Safety first: urgent symptoms never end in a booking form 5. Always show how to change or cancel ## Do / Don't **Do** - Group times by part of day with travel info - Let carers book with recorded consent - Confirm in words and in the calendar **Don't** - Use clinical codes or abbreviations - Hide the cancel option - Ask for symptoms in free text without triage guidance ## Accessibility - Meets WCAG 2.2 AA; aims for AAA contrast on text (7:1) - Every control ≥ 48px on mobile - Screen reader order follows the visual order; times read as full dates - No reliance on colour for availability Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - “You’re booked for Tuesday 14 October at 10:40” - Avoid jargon: “blood test” not “phlebotomy” - Reassure without promising clinical outcomes ## AI interactions - Optional: suggest the right appointment type from a short description, always with a “talk to someone” route and never for urgent symptoms ## Edge cases - Slot taken while booking — offer the nearest alternatives immediately - Carer without consent recorded — explain how to add it - Offline — queue the request and confirm when sent --- ## Measures | Measure | Target | How | |---|---|---| | Booking completion | ≥ 80% | Start → confirmed, all ages | | Time to book | < 3 min | Median, 65+ users | | Missed appointments | −25% | vs phone booking, after reminders | | Calls about bookings | −30% | Calls to clinic about existing bookings | Research: Usability sessions with 65+ users on their own phones; Accessibility audit with screen reader and 200% text; Clinical safety review of triage copy. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.