Find-A-Doctor Results Redesign & Scheduling Flow Enhancements

Description
We redesigned the Find-A-Doctor (FAD) results experience to bring provider and scheduling details into a single, streamlined view. This reduced friction, improved usability, and increased conversions across scheduling flows — first in FAD Results and later extended to Mammography and FAD Profiles.

Challenge / Problem
Patients had to click through multiple pages to gather provider and scheduling information, leading to high drop-off and churn. In addition, inconsistent flows between FAD, Mammography, and FAD Profiles created confusion and prevented patients from confirming appointments.

What We Did
We simplified FAD search results by consolidating filters and provider details into one view. Prototypes were validated through usability testing with patients, and leadership buy-in was secured by aligning the redesign with the system’s strategic access initiative and operational excellence to increase patient satisfaction. The new design was then extended to Mammography Scheduling and FAD Profiles to scale the impact across multiple services.

Impact / Results
The redesign produced significant improvements in both conversions and patient satisfaction:
• Primary Care conversion increased from 11.5% to 16.5% within four months.
• Women’s Reproductive Health conversion improved from 12.9% to 19.5%.
• Patient satisfaction scores rose 55% (3.08 → 4.08).
• Mammography Scheduling Flow saw a 19.8% YoY increase in appointments.
• Adding “available times” to FAD Profiles drove a 10% increase in appointment confirmations.
• Financial impact included a 720% revenue growth post-SuperFAD launch and an 86% lift in PCP patient volume.