Improving Appointment Booking Flexibility in Blume

Improved an AI-powered booking platform for Blume users, resulting in a ~25% reduction in no-shows across clinics.

My Role & Contribution

My Role & Contribution

My Role & Contribution

As the lead designer, I was responsible for driving the end-to-end redesign of the appointment booking flow across web and mobile. I identified critical user pain points, understood the problems, aligned with cross-functional teams, and delivered final, dev-ready designs.

Team

Team

Team

Collaborated with a PM, CETs, engineers, support, and leadership to ship impactful improvements.

Project Type

Project Type

Project Type

Web (Desktop + Responsive), Mobile App

Timeline

Timeline

Timeline

December - January 2025 (2 months)

About Blume (RamSoft)

Blume is a patient-facing radiology platform by RamSoft. It allows users to book imaging appointments, view scan images / final reports, and securely share medical records.

It supports 2 types of appointment scheduling experiences:

• Blume App (Marketplace): Patients can book with any provider based on location or convenience.

• Blume App (Marketplace): Patients can book with any provider based on location or convenience.

• Blume App (Marketplace): Patients can book with any provider based on location or convenience.

• Scheduling Portal: Patients can book with one healthcare and all its facilities through our specialized portal.

• Scheduling Portal: Patients can book with one healthcare and all its facilities through our specialized portal.

• Scheduling Portal: Patients can book with one healthcare and all its facilities through our specialized portal.

This case study focuses on improving the appointment booking experience for both patients and specialists (clinic staff, doctors, or schedulers).

This case study focuses on improving the appointment booking experience for both patients and specialists (clinic staff, doctors, or schedulers).

This case study focuses on improving the appointment booking experience for both patients and specialists (clinic staff, doctors, or schedulers).

🚩 The Problem: Imaging Facilities Struggled to Book Accurate Scan Procedure

In the earlier version of Blume, patients could only select a general scan type (e.g. CT Scan) when booking.

In the earlier version of Blume, patients could only select a general scan type (e.g. CT Scan) when booking.

In the earlier version of Blume, patients could only select a general scan type (e.g. CT Scan) when booking.

This created confusion for schedulers:

• They didn’t know the exact procedure needed (e.g., "CT Wrist Left W/O Contrast – Scaphoid")

• They didn’t know the exact procedure needed (e.g., "CT Wrist Left W/O Contrast – Scaphoid")

• They didn’t know the exact procedure needed (e.g., "CT Wrist Left W/O Contrast – Scaphoid")

• They had to manually follow up via phone/email to collect imaging request form

• They had to manually follow up via phone/email to collect imaging request form

• They had to manually follow up via phone/email to collect imaging request form

• Bookings were often delayed or incorrect

• Bookings were often delayed or incorrect

• Bookings were often delayed or incorrect

Zoom in to see the screen

Zoom in to see the screen

✨

✨

✨

Results at a glance

After redesigning, the improvements enhanced flexibility, efficiency, and accuracy for both patients and schedulers.

10-15 mins saved/booking

10-15 mins saved/booking

10-15 mins saved/booking

By reducing schedulers’ manual follow-ups and form collection

By reducing schedulers’ manual follow-ups and form collection

By reducing schedulers’ manual follow-ups and form collection

~25%↓ no-shows across facility

~25%↓ no-shows across facility

~25%↓ no-shows across facility

Thanks to improved scan selection and facility matching

Thanks to improved scan selection and facility matching

Thanks to improved scan selection and facility matching

~20%↑ slot utilization

~20%↑ slot utilization

~20%↑ slot utilization

By matching actual scan durations with time slots

By matching actual scan durations with time slots

By matching actual scan durations with time slots

~15%↑ appointment requests

~15%↑ appointment requests

~15%↑ appointment requests

Via the new ‘Procedure Not Listed / Not Sure?’ scan option

Via the new ‘Procedure Not Listed / Not Sure?’ scan option

Via the new ‘Procedure Not Listed / Not Sure?’ scan option

🎯

🎯

🎯

Design Goals & Solutions

📞 Reduce Follow-up Calls & Manual Coordination

01/03

01/03

01/03

Problem

Problem

Problem

In earlier version patients could only select general scan types (e.g., "CT Scan"), which often didn’t match what was actually needed. Schedulers had to call to clarify the exact procedure (e.g., "CT Wrist Left W/O Contrast – Scaphoid").

Solution

Solution

Solution

We introduced an Imaging Request Form Upload step and a fallback option: “Procedure Not Listed / Not Sure?”. This let patients book even without knowing the exact scan, while schedulers could later match it using the uploaded form.

We introduced an Imaging Request Form Upload step and a fallback option: “Procedure Not Listed / Not Sure?”. This let patients book even without knowing the exact scan, while schedulers could later match it using the uploaded form.

We introduced an Imaging Request Form Upload step and a fallback option: “Procedure Not Listed / Not Sure?”. This let patients book even without knowing the exact scan, while schedulers could later match it using the uploaded form.

Unknown Procedure Booking Flow for Patients

Unknown Procedure Booking Flow for Patients

✅ Outcomes

✅ Outcomes

✅ Outcomes

  • 10-15 mins saved per booking

  • ~15% increase in bookings using the flexible flow

✔️ Let Users Pick Exact Procedure Scan

02/03

02/03

02/03

Problem

Problem

Problem

Some Patients and Clinic staff knew the exact procedure scan but couldn’t select it.

Solution

Solution

Solution

Introduced Procedure-Based Scheduling, enabling users to select specific procedure scan (e.g., CT Wrist with Contrast).

Introduced Procedure-Based Scheduling, enabling users to select specific procedure scan (e.g., CT Wrist with Contrast).

Introduced Procedure-Based Scheduling, enabling users to select specific procedure scan (e.g., CT Wrist with Contrast).

Procedure Booking Flow for Patients

Procedure Booking Flow for Patients

✅ Outcomes

✅ Outcomes

✅ Outcomes

  • Increased first-attempt bookings success rate

  • Fewer reschedules and follow-ups

  • ~20% better slot utilization across facilities

🧑🏻‍💻 Streamline Scheduler Workflows

03/03

03/03

03/03

Problem

Problem

Problem

Even when a request came in through Blume, schedulers struggled to complete the booking accurately in the downstream OmegaAI platform.

Solution

Solution

Solution

Simplified the review and transfer process—helping schedulers access the request form, verify details, and finish booking in fewer clicks.

OmegaAI Flow for Schedulers

OmegaAI Flow for Schedulers

✅ Outcomes

✅ Outcomes

✅ Outcomes

  • Faster, smoother scheduling in OmegaAI

  • Higher booking completion rate across facilities

🎊 The Impact: 4 new Healthcares adopted Blume within 3 months of new release

each bringing dozens of facilities online and expanding the platform's reach across regions. These orgs cited the redesigned booking experience as the key reason for onboarding.

Adoption & Reach

• We have reached 0 → 46,0000+ users in 9 months (since Q3 2024 launch) and we have 12,000 monthly active users - (increased user engagement).

• 450+ positive In-app reviews - Improved User Satisfaction

Total Blume Users

Total Blume Users

Overall Business Impact
+$150k
+$150k
+$150k

revenue generated in 9 months

↓~0%
↓~0%
↓~0%

in no-shows across clinics

💭 Reflections & Learnings

  1. Design for real-world ambiguity

Many users don’t have full information at booking time. Flexible entry points (like “Not Sure” options) can reduce friction and increase completion rates.

  1. Internal users matter just as much

Schedulers are power users. Improving their tools unlocked smoother bookings, fewer errors, and stronger product adoption.

🙌 Final Note

Thanks for reading!

Thanks for reading!

Thanks for reading!

If you’d like to walk through the design system, flows or decision making, I’d be happy to share more.

Thank you for reading!

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design, product, community, or anything

Feel free to connect let’s chat about design, product, community, or anything

Feel free to connect let’s chat about design, product, community, or anything

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