UPMC Health Plan
UPMC Health Plan
Making Healthcare Appointments Easier to Coordinate
Making Healthcare Appointments Easier to Coordinate
Product Design, UX/UI
Healthcare SaaS Design System
Overview
Designing healthcare scheduling for easier access and operational coordination
UPMC Health Plan needed a simpler way for members to schedule health coaching and clinical appointments while enabling staff and administrators to manage availability, assignments, and appointment operations. My design goal was to connect these roles through one clear scheduling experience, from service discovery and time selection to confirmation and appointment management.
The Challenge
Booking a healthcare appointment may appear simple to the member, but it depends on a complex system services, staff availability, appointment methods, and scheduling rules, administrative permissions, and communication tools (phone, online conference calls, in-person, etc.)
For Members, the experience needs to feel fast, accessible, and trustworthy.
For Staff, it needed to work with their existing schedules and clearly communicate upcoming appointments. For Administrators, it needed to support oversight, reassignment, cancellation, and schedule management through complex staff schedule nuances.
The MVP was built within the Microsoft ecosystem, creating an additional constraint: the UX needed to use the Microsoft Fluent design library and work across Microsoft Bookings, Teams, and Outlokk rather than UPMC's native design system.
The challenge was to simplify the member and staff-facing experience while aligning operational requirements, Microsoft platform constraints, and UPMC's accessibility and brand expectations.
What I Did
Member Experience:
Designed a responsive booking journey that helps members choose a service, date, staff member, appointment, and meeting method.
Staff Experience:
Mapped how coaches and providers manage availability and receive appointment information through UPMC's preferred platforms: Microsoft Bookings, Outlook, and Teams.
Administrator Experience:
Defined workflows for shared and custom schedules (based on each staff member), appointment oversight, reassignment, and cancellation.
Product Strategy:
Aligned member needs, staff workflows, internal operational policies, business requirements, and technical constraints around one scheduling model.
UX/UI Design:
Created responsive user flows, wireframes, and prototypes covering service selection, staff availability, time selection, member information, appointment methods, cancellation, and administrative management details.
UX Research and Testing:
Developed and conducted online and non-moderated usability testing plans for members, staff, and admins, with role-specific tasks and measurable success criteria.
Microsoft Fluent Design System:
Used Microsoft Fluent as the MVP's design foundation, ensurig consistency across Bookings, Teams, and Outlook while reducing implementation risk.
Where Fluent did not fully address the healthcare-specific need, I continued to use the UPMC guidelines to inform accessibility, content, and brand expression.
Key Decisions
Make availability understandable.
The experience design clearly showed which staff and appointment times were available, instead of making the member interpret scheduling constraints.
Support choice without creating friction.
Members could select a preferred staff or choose "anyone" for greater availability.
Keep the member journey focused.
Operational rules remained behind the interface so members could concentrate on completing the appointment.
Design the complete service ecosystem.
The member experience could not succeed without corresponding workflows for staff and administrators.
Build trust into every step.
Clear labels, confirmation states, helper text, and predictable next steps reduced uncertainty in a healthcare context.
Core Product Loop
Discover — Members enter through the mobile app, website, program communication, or marketing channel
Select— Members choose a service, date, staff preference, and available time.
Confirm— Required information and the appointment method are reviewed and submitted.
Coordinate— Staff receive and manage appointments through Microsoft tools.
Manage — Admins oversee schedules and reassign or cancel appointments when necessary.
Continue — Members receive confirmation and clear instructions for attending, cancelling, or rebooking.
UPMC Health Plan
Making Healthcare Appointments Easier to Coordinate
Product Design, UX/UI
Healthcare SaaS Design System
Overview
Designing healthcare scheduling for easier access and operational coordination
UPMC Health Plan needed a simpler way for members to schedule health coaching and clinical appointments while enabling staff and administrators to manage availability, assignments, and appointment operations. My design goal was to connect these roles through one clear scheduling experience, from service discovery and time selection to confirmation and appointment management.
The Challenge
Booking a healthcare appointment may appear simple to the member, but it depends on a complex system services, staff availability, appointment methods, and scheduling rules, administrative permissions, and communication tools (phone, online conference calls, in-person, etc.)
For Members, the experience needs to feel fast, accessible, and trustworthy.
For Staff, it needed to work with their existing schedules and clearly communicate upcoming appointments. For Administrators, it needed to support oversight, reassignment, cancellation, and schedule management through complex staff schedule nuances.
The MVP was built within the Microsoft ecosystem, creating an additional constraint: the UX needed to use the Microsoft Fluent design library and work across Microsoft Bookings, Teams, and Outlokk rather than UPMC's native design system.
The challenge was to simplify the member and staff-facing experience while aligning operational requirements, Microsoft platform constraints, and UPMC's accessibility and brand expectations.
What I Did
Member Experience:
Designed a responsive booking journey that helps members choose a service, date, staff member, appointment, and meeting method.
Staff Experience:
Mapped how coaches and providers manage availability and receive appointment information through UPMC's preferred platforms: Microsoft Bookings, Outlook, and Teams.
Administrator Experience:
Defined workflows for shared and custom schedules (based on each staff member), appointment oversight, reassignment, and cancellation.
Product Strategy:
Aligned member needs, staff workflows, internal operational policies, business requirements, and technical constraints around one scheduling model.
UX/UI Design:
Created responsive user flows, wireframes, and prototypes covering service selection, staff availability, time selection, member information, appointment methods, cancellation, and administrative management details.
UX Research and Testing:
Developed and conducted online and non-moderated usability testing plans for members, staff, and admins, with role-specific tasks and measurable success criteria.
Microsoft Fluent Design System:
Used Microsoft Fluent as the MVP's design foundation, ensurig consistency across Bookings, Teams, and Outlook while reducing implementation risk.
Where Fluent did not fully address the healthcare-specific need, I continued to use the UPMC guidelines to inform accessibility, content, and brand expression.
Key Decisions
Make availability understandable.
The experience design clearly showed which staff and appointment times were available, instead of making the member interpret scheduling constraints.
Support choice without creating friction.
Members could select a preferred staff or choose "anyone" for greater availability.
Keep the member journey focused.
Operational rules remained behind the interface so members could concentrate on completing the appointment.
Design the complete service ecosystem.
The member experience could not succeed without corresponding workflows for staff and administrators.
Build trust into every step.
Clear labels, confirmation states, helper text, and predictable next steps reduced uncertainty in a healthcare context.
Core Product Loop
Discover — Members enter through the mobile app, website, program communication, or marketing channel
Select— Members choose a service, date, staff preference, and available time.
Confirm— Required information and the appointment method are reviewed and submitted.
Coordinate— Staff receive and manage appointments through Microsoft tools.
Manage — Admins oversee schedules and reassign or cancel appointments when necessary.
Continue — Members receive confirmation and clear instructions for attending, cancelling, or rebooking.
UPMC Health Plan
Making Healthcare Appointments Easier to Coordinate
Product Design, UX/UI
Healthcare SaaS Design System
Overview
Designing healthcare scheduling for easier access and operational coordination
UPMC Health Plan needed a simpler way for members to schedule health coaching and clinical appointments while enabling staff and administrators to manage availability, assignments, and appointment operations. My design goal was to connect these roles through one clear scheduling experience, from service discovery and time selection to confirmation and appointment management.
The Challenge
Booking a healthcare appointment may appear simple to the member, but it depends on a complex system services, staff availability, appointment methods, and scheduling rules, administrative permissions, and communication tools (phone, online conference calls, in-person, etc.)
For Members, the experience needs to feel fast, accessible, and trustworthy.
For Staff, it needed to work with their existing schedules and clearly communicate upcoming appointments. For Administrators, it needed to support oversight, reassignment, cancellation, and schedule management through complex staff schedule nuances.
The MVP was built within the Microsoft ecosystem, creating an additional constraint: the UX needed to use the Microsoft Fluent design library and work across Microsoft Bookings, Teams, and Outlokk rather than UPMC's native design system.
The challenge was to simplify the member and staff-facing experience while aligning operational requirements, Microsoft platform constraints, and UPMC's accessibility and brand expectations.
What I Did
Member Experience:
Designed a responsive booking journey that helps members choose a service, date, staff member, appointment, and meeting method.
Staff Experience:
Mapped how coaches and providers manage availability and receive appointment information through UPMC's preferred platforms: Microsoft Bookings, Outlook, and Teams.
Administrator Experience:
Defined workflows for shared and custom schedules (based on each staff member), appointment oversight, reassignment, and cancellation.
Product Strategy:
Aligned member needs, staff workflows, internal operational policies, business requirements, and technical constraints around one scheduling model.
UX/UI Design:
Created responsive user flows, wireframes, and prototypes covering service selection, staff availability, time selection, member information, appointment methods, cancellation, and administrative management details.
UX Research and Testing:
Developed and conducted online and non-moderated usability testing plans for members, staff, and admins, with role-specific tasks and measurable success criteria.
Microsoft Fluent Design System:
Used Microsoft Fluent as the MVP's design foundation, ensurig consistency across Bookings, Teams, and Outlook while reducing implementation risk.
Where Fluent did not fully address the healthcare-specific need, I continued to use the UPMC guidelines to inform accessibility, content, and brand expression.
Key Decisions
Make availability understandable.
The experience design clearly showed which staff and appointment times were available, instead of making the member interpret scheduling constraints.
Support choice without creating friction.
Members could select a preferred staff or choose "anyone" for greater availability.
Keep the member journey focused.
Operational rules remained behind the interface so members could concentrate on completing the appointment.
Design the complete service ecosystem.
The member experience could not succeed without corresponding workflows for staff and administrators.
Build trust into every step.
Clear labels, confirmation states, helper text, and predictable next steps reduced uncertainty in a healthcare context.
Core Product Loop
Discover — Members enter through the mobile app, website, program communication, or marketing channel
Select— Members choose a service, date, staff preference, and available time.
Confirm— Required information and the appointment method are reviewed and submitted.
Coordinate— Staff receive and manage appointments through Microsoft tools.
Manage — Admins oversee schedules and reassign or cancel appointments when necessary.
Continue — Members receive confirmation and clear instructions for attending, cancelling, or rebooking.