MovementX
Reduce patient drop-offs during the sign-up process and improve appointment scheduling.
My Contributions
Spearheaded the redesign of the patient sign-up flow, increasing sign-up completion by 37%
Partnered with stakeholders to align user needs with business goals and prioritize key features
Audited the existing experience and analyzed drop-off data to identify friction points and improvement opportunities
Designed new user flows with direct scheduling, provider matching, and profile browsing to streamline onboarding
Led usability testing with patients and providers, iterating on the design based on feedback
My Role & Team
Solo UI/UX Designer (me)
1 CEO, 1 CMO, 1 CTO
1 Project Manager
2 Developers
Timeline
Jun - Dec 2023, Launched in 2024
Product
Responsive Web Design
(Desktop & Mobile)
Who's MovementX?
MovementX is a healthcare platform that offers physical therapy by connecting physical therapists and patients.
What's the Problem?
Existing patient sign-up process was long, unclear, and caused drop-offs.
The process lacked direct scheduling, relied on lengthy text-heavy forms, and required upfront payment, which frustrated users and caused a 15% drop-off before booking a session.
The Solution
Streamlining the patient sign-up process with the new launch of scheduling feature.
To address these challenges, my goal was to redesign the sign-up flow so patients could schedule care easily and complete the process without unnecessary barriers.
Impact
Streamlined the sign-up flow, raising completion rates from 54% to 74%, a 37% lift.
How I Tackled the Design Challenge
Research
Understanding the problems by:
I started by leading weekly conversations with stakeholders, then audited the patient sign-up flow and analyzed data and competitors to uncover key pain points and opportunities.
Key Findings
In summary, research helped me identify the major pain points.
Finding 1. Patients couldn’t schedule directly.
After signing up, they had to wait for providers to reach out, which created delays and frustration.
Finding 2. Payment step caused drop-offs.
5% of patients abandoned at this stage—half of all drop-offs in the flow.
Finding 3. Too many free-text fields slowed completion.
They led to errors and made the process longer than necessary.
Design Goals
How might we streamline the patient sign-up process so more patients complete onboarding and successfully book care?
Problem 1. Not being able to directly schedule with the provider
→ Goal: Add scheduling to the sign-up flow
Problem 2. Payment step abandonment
→ Goal: Let users feel transparent during the sign-up process
Problem: 3. Too many free text input fields
→ Goal: Reduces cognitive load for an efficient sign up process
Ideation
From Manual to Streamlined Matching
Patients who were unsure which provider to choose often faced even longer delays because MovementX relied on a manual matching process. For those needing urgent care, this made starting therapy even harder and highlighted the need for a faster, more guided solution.
During stakeholder meetings, I suggested leveraging AI to match patients with providers when preferences were unclear. Since MovementX did not yet have the backend to support full automation, we began exploring lighter approaches that could still reduce delays and improve the experience.
Iterating User Flows for Provider Matching
I worked with the developer to confirm what was technically feasible, then created and tested multiple user flows. These iterations focused on the order of questions, step transitions, and how to clearly integrate AI recommendations to make the sign-up process both seamless and transparent.
FINAL DESIGN SOLUTIONS
01
Pathway 1. I know a provider
Pathway 1 is for patients who already know which provider they want. They can search, review details, and book directly with their chosen provider.
02
Pathway 2. Provider Matching AI
Pathway 2 is designed for patients who are unsure which provider to choose. By answering five simple questions, they receive personalized provider recommendations tailored to their needs.
Highlights of Design Considerations
Progressive Disclosure
The old sign-up showed all information on one page, overwhelming users. I broke it into smaller steps; provider, scheduling, then consent, so patients focus on one task at a time, making registration clearer and easier.
Visual Elements (Visuals + Text)
Enhanced engagement: more fun & interactive
Recognize faster
Reduced cognitive load
Accessibility
Adhering to WCAG standards
Large text size
Large touch target
Progress indicator
Overcoming Challenges
Dealing with resource allocation - Design System
To maintain consistency and support a responsive design, I built a design system with reusable components that adapt easily across screen sizes. This not only simplified the transition to responsive layouts but also improved development efficiency.
Overcoming Challenges
Getting buy-in from stakeholders
As the only UX designer, I often had to balance stakeholder opinions with user needs. To ground decisions in data, I led user testing with five patients and iterated on flows and interactions based on their feedback.
Learnings
Don’t be afraid even if I’m being only UX person
Improved communication of design rationale by understanding stakeholder perspectives.
Value of user feedback
Leveraged testing insights to prioritize user needs and build stronger stakeholder support.
Continuously refine design system for accessibility
Accessible, flexible design system boosted development efficiency by 60%.
