-
Appointment Management Redesign
Overview
Foresight Mental Health (FMH) is a tech-enabled mental health provider. As part of the Member Experience 2.0 initiative, I led the end-to-end redesign of the member dashboard homepage to improve appointment management, including rescheduling, cancellations, and telehealth access.
The goal was to solve critical usability pain points and reflect the company’s rebranding into a more modern and trustworthy platform. Over two months, I conducted research, audited the information architecture, designed and tested new solutions, and collaborated closely with a cross-functional team. The outcome was a self-service experience that gave members more control, reduced support requests, and significantly improved satisfaction.
Impact
2.8
4.1
Satisfaction score
Positive user feedback
“Everything I need is in one place. I don’t feel lost anymore.”
Responsibility
End-to-End UX & UI Design Process (Research, Ideation, Wireframing, Prototyping, User Testing, Visual Design)
Collaborators
Product Manager
Front-end + Back-end Engineers
Product Designers
Customer Success Team
Duration
2 months
Business problem
40% of support tickets were tied to appointment-related issues, increasing operational costs.
Gathering insights
What members said
"I hate that I have to call to cancel an appointment."
"It feels outdated. I expect something more streamlined and easy to use."
"I can never find my Zoom link in time."
Where the current design falls short
Through user research and system analysis, it became clear that the current design fails to prioritize high-value actions, creating unnecessary friction for members trying to manage their care.
1. Unclear entry point
The homepage opens with a hamburger menu, hiding essential appointment actions.
2. Poor use of space
A large icon dominates the screen, pushing key content like sessions too far down.
3. No self-service controls
Members can’t reschedule or cancel, forcing them to contact support.
4. Misaligned priorities
The provider bio is emphasized over actionable tasks like joining a session.
5. High support dependency
The only way to make changes is through “Contact Us,” adding friction and eroding trust.
Clarifying structure through card sorting
To rethink the homepage structure, I deconstructed the existing information hierarchy and conducted a card-sorting exercise to understand how members naturally group and prioritize content.
Goals of card sorting
Identify how users rank information within existing categories
Spot misleading groupings and guide improvements
Align the layout with how users expect information to be organized
Key findings
Top priority: Managing upcoming sessions
Next: Completing pre-session tasks
Lowest: Viewing provider information
Challenge 1:
Users had to contact Foresight to reschedule or cancel their appointment, causing inefficiency
Reimagining the member homepage for action
I reorganized the homepage to reflect user priorities and reduce friction during session prep and management:
Top: Upcoming sessions with Join, Reschedule, and Cancel actions placed prominently for easy access
Middle: Actionable reminders for incomplete tasks, helping users prepare before sessions
Bottom: Provider bio relocated to deprioritize less urgent content without removing valuable context
Streamlined appointment management
Before
After
Top: Upcoming sessions with Join, Reschedule, and Cancel actions placed prominently for easy access
Middle: Actionable reminders for incomplete tasks, helping users prepare before sessions
Bottom: Provider bio relocated to deprioritize less urgent content without removing valuable context
Rescheduling
Users can now easily find a new time slot
If no times are available, a one-tap “Call Support” button appears
Select new session
Confirmation popup
If no availability
Cancellation
Clear distinction between early and late cancellations
Users are guided with timely feedback and confirmation messaging
Bonus feature:
“Add to Calendar” to reduce no-shows
Automated calendar reminders help members stay on track
Challenge 2:
Users had to search their email for telehealth links, causing inconvenience and delays
Component design explorations
Throughout the design process, I explored multiple approaches to presenting appointment actions on the homepage. The goal was to prioritize clarity and visibility without overwhelming users, especially on mobile, while ensuring the layout could scale as new actions were introduced. I explored four CTA layouts, each tested with internal users.
Option 1: All buttons displayed
Approach: Showed all actions (Join, Reschedule, Cancel) as separate buttons.
Feedback: Visually overwhelming and hard to scale. Mobile layout suffered from cramped spacing.
Option 2: Icon-only buttons
Approach: Replaced text with icons and used hover states for context.
Insight: Lacked clarity and accessibility, especially on mobile. Users found icons ambiguous without labels.
Option 3: "More" Icon for secondary actions
Approach: Prioritized “Join” next to session info; grouped other actions under a “More” icon.
Feedback: Reduced clutter, but split CTAs too far apart, confusing users. Added unnecessary visual complexity.
✅ Option 4: Combined button approach
Approach: Kept “Join” visible and grouped secondary actions in a dropdown.
Result: Struck the right balance between clarity and simplicity. Chosen for its usability, accessibility, and scalability.
One-click telehealth access
Introduced a "Join" button on the homepage, next to appointment details. This allows users to directly access their virtual sessions.
I used a dropdown menu to balance simplicity and functionality, reducing visual clutter. The primary action is displayed prominently, while secondary actions are grouped under a dropdown.
Impact
Satisfaction score
2.8
4.1
Positive user feedback
“Everything I need is in one place. I don’t feel lost anymore.”
What I learned
Information architecture matters
Card sorting helped me uncover how users think and act, shaping the entire layout.
Empathy + Clarity drive adoption
When users feel understood and in control, satisfaction follows.