Citizen Booking
Citizen Booking
New digital portal used by residents in Denmark to manage their dental appointments, communicate health information, read messages and more.
New digital portal used by residents in Denmark to manage their dental appointments, communicate health information, read messages and more.
Website
Website
Website
Website
Mobile
Mobile
Mobile
Mobile
Challenges
The previous web version was outdated, visually inconsistent, and lacked accessibility compliance, while the mobile application provided a vastly different experience, leading to usability challenges.
Key pain points included unexpected roadblocks in the booking process, a confusing teeth overview and unclear content, as well as cluttered layout that left users stuck and confused.
The system also needed to accommodate different public-sector clients, in terms of visual design and branding
The previous web version was outdated, visually inconsistent, and lacked accessibility compliance, while the mobile application provided a vastly different experience, leading to usability challenges.
Key pain points included unexpected roadblocks in the booking process, a confusing teeth overview and unclear content, as well as cluttered layout that left users stuck and confused.
The system also needed to accommodate different public-sector clients, in terms of visual design and branding
The previous web version was outdated, visually inconsistent, and lacked accessibility compliance, while the mobile application provided a vastly different experience, leading to usability challenges.
Key pain points included unexpected roadblocks in the booking process, a confusing teeth overview and unclear content, as well as cluttered layout that left users stuck and confused.
The system also needed to accommodate different public-sector clients, in terms of visual design and branding
Solution
The redesign followed a rapid prototyping approach with multiple rounds of user testing
to validate ideas and refine user journeys. An initial usability audit identified key pain points, followed by three iterative prototype testing rounds, incorporating think-aloud testing for
real-time user insights.
The redesign followed a rapid prototyping approach with multiple rounds of user testing
to validate ideas and refine user journeys. An initial usability audit identified key pain points, followed by three iterative prototype testing rounds, incorporating think-aloud testing for
real-time user insights.
Key improvements included:
Achieving 100% task success rates across the last two testing rounds.
Streamlining the booking process and refining user journeys to reduce friction.
Creating a consistent visual identity across web and mobile with a scalable design system adaptable to different customer brands.
Restructure content and add new features such as Notifications, Permission and
On-boarding processes to enhance the user experience.
Ensuring full compliance with WCAG accessibility standards (level A & AA), meeting Denmark’s legal requirements for public solutions.
Key improvements included:
Achieving 100% task success rates across the last two testing rounds.
Streamlining the booking process and refining user journeys to reduce friction.
Creating a consistent visual identity across web and mobile with a scalable design system adaptable to different customer brands.
Restructure content and add new features such as Notifications, Permission and
On-boarding processes to enhance the user experience.
Ensuring full compliance with WCAG accessibility standards (level A & AA), meeting Denmark’s legal requirements for public solutions.
Trigger
