Published August 6, 2026 by Sofia Marin
Illustrative story. This fictional example was created to demonstrate the YourHero experience.
A healthcare booking product was sending the same reminder to every patient exactly 24 hours before an appointment.
Missed appointments remained high, while the team had very little understanding of which patients needed an earlier reminder or a simpler way to reschedule.
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.
Automation becomes much more valuable when it responds to context instead of simply executing the same rule faster.