Experience requirements


Prior to the ideation session we organized a meeting that consisted of a review of the research. The output of the meeting was a list of requirements and problems to solve. This list would continue to be edited as new discoveries surfaced during the design process.


List of objectives

We listed a number of problems the design would need to solve. We will refer to this list until the end of the project, new discoveries will bring new requirements.

Appointment proposal:

  • A pending appointment proposal may block a provider’s calendar until the patient has approved has selected an appointment.

  • Appointment proposals may “clog” the provider's schedule.


  • Patients must be able to communicate concerns and questions before or while requesting an appointment.

  • Patients should be able to speak or chat with staff at the practice.

  • Patients should be able to ask for an appointment and suggest times.

  • Patients who contact a provider/practice online should be able to communicate their recurring availability to the provider so the provider can make a better appointment offer and increase the odds of settling an appointment with a minimum of interaction.

  • If a schedule is published and appointments slots are available, patients should understand which appointment slot to take.

  • The actions a patient took during contact and appointment should be acknowledged and the patient should be provided expectations and guidances about the next steps.

  • Patients must have the ability to change or cancel appointments (within business rules).

Providers / Practice:

  • The information required to organize an appointment should be centralized within the scheduling tool.

  • Providers must have the ability to:

    • plan multiple appointments for one patient

    • organize reminders

    • switch patients sharing the same accounts (parents organizing a visit for children)

    • invite other specialists or let a patient invite a guest (ex: couple therapy)

    • decide if a message sent by a patient should trigger an appointment proposal

    • set expiration dates

    • see the state of an appointment (proposed and pending, accepted, changed, canceled)

    • import and consult external calendars

    • let clients call during opening hours or hours if their choice

    • know if clients want to be called back

    • quickly visualize incoming requests

    • organize tasks or types of action required (new contact, new appointment request, canceled appointment

    • understand the relationship between multiple appointments

    • invite a staffer or create a group

    • edit, change or cancel appointments and appointment details

    • increase odds of a scheduling match early in the appointment negotiation


Staffers must have the ability to:

  • manage multiple provider calendars

  • invite providers and create a group

  • message other staffers on behalf of provider or group

  • schedule appointments for one patient with multiple providers

Customer service / Administrator tool

  • Ability to choose a provider

  • Ability to assign a patient to a practice’s consultation request flow


  • Ability to track request status and address issues of low responsiveness

  • Ability to track average response time or availability from providers

Anticipating multiple paths towards a successful appointment