Success Case
Reducing missed appointments with smarter reminders
Example case. This is an illustrative example created to demonstrate how YourHero Case Studies work.
- Published
- by Sofia Marin
- Industry
- Healthcare
- Role
- Product Designer
- Company
- Confidential
- Views
- 2views
Intro
A healthcare booking product was sending the same reminder to every patient exactly 24 hours before an appointment.
Problem
Missed appointments remained high, while the team had very little understanding of which patients needed an earlier reminder or a simpler way to reschedule.
Solution
We redesigned the reminder journey and introduced an automation that changes reminder timing based on appointment type and previous behavior. Patients can confirm or request another time directly from the reminder instead of calling the clinic.
Lesson
Automation becomes much more valuable when it responds to context instead of simply executing the same rule faster.