LET’S CHAT
Mobile App
THE PROBLEM
Patient Access Gap
Background:
Many uninsured or high-deductible patients delay or avoid medical care due to high upfront costs and lack of transparent pricing.
Problem:
Cost-sensitive patients need an affordable, transparent way to access timely medical appointments, but current booking systems prioritize insurance-based pricing and full-rate visits, leading to delayed care and unmet health needs.
Business Impact:
This results in lost patient acquisition opportunities and prevents providers from filling unused appointment capacity with a new customer segment.
Provider Revenue Loss
Background:
Medical practices frequently experience last-minute cancellations and unfilled appointment slots.
Problem:
Healthcare providers lose revenue when open appointment slots go unfilled, yet they lack an efficient, dynamic system to redistribute these time-sensitive openings to patients willing to book at a lower cost.
Business Impact:
Empty slots reduce operational efficiency, lower daily revenue, and increase financial strain on small practices.
Trust & Booking Friction
Background:
Patients seeking discounted care often question legitimacy, quality, and transparency when pricing deviates from standard rates.
Problem:
Patients need reassurance that discounted appointments are legitimate and safe, but there is currently no centralized, trusted platform that clearly communicates provider credibility, pricing transparency, and booking certainty.
Business Impact:
Without trust signals and clarity, users abandon bookings, reducing conversion rates and limiting platform growth.
03
RESEARCH
Pricing unpredictable
Costs unknown until after the appointment — sometimes weeks after.
Hidden charges
Unexpected fees appeared regularly after visits, compounding distrust.
Same-day = phone tag
Finding same-day availability required calling multiple offices manually.
Systemic trust erosion
Users weren't uninformed. Experience had taught them engaging cost more than they could predict.
Delayed Authentication
To prevent slot abandonment, the app reassured users their selected appointment was being held while a streamlined account creation flow was required to confirm and lock in the booking.
Provider Pricing Transparency: Displays the usual visit cost alongside the active RapiMD flat-fee rate, making the discount immediately visible.
Included services is shown upfront so users know exactly what they're paying for before committing."
Price Breakdown & Coverage: A full price breakdown clarifies what the consultation covers and explicitly states what is not included, paired with a No Surprise Bill guarantee to eliminate any remaining doubt before the user proceeds.
Participants
Screens tested
Task Completion Rate
Minutes per session
Failure 1
Pricing Breakdown Misread as Additional Charges
Participants were interpreting itemized breakdowns as fees stacked on top of the flat fee — the exact opposite of what the design intended.
Fix: A dominant 'Your total: $85 flat' summary line above the breakdown.
In follow-up testing, the misreading disappeared.
Failure 2
Location Data Appeared Without Context
Participants felt uneasy when location-based results appeared without explicit permission context.
Fix: Explicit location permission prompt before any location-based results, with clear language about data use.
TRUST ARCHITECTURE
RapiMD Prototype
REFLECTIONS
What I'd Do Differently
What This Project Proved
