Appointment-booking journey walkthrough

We time a real booking — new patient, follow-up, and a failed SMS code — and write where the queue and the app fight each other.

Half-day on site plus desk notes 5–8 working days Your clinic or outpatient hall Fixed fee per campus

This walkthrough is narrower than the flagship usage review. We recruit (with your front desk) a handful of consenting patients who already planned to book or reschedule. We stay beside them from the parking reminder to the “you are checked in” screen.

You receive a timed script: minutes spent on IC capture, on OTP, on picking a doctor who is already fully booked, and on the Bahasa/English toggle. We also note when the clerk overrides the app with a paper list.

Not included: changing your vendor’s calendar rules, or reviewing the clinical consultation itself.