Problem Statement
How might we design a more guided visit cancellation flow that reduces impulsive cancellations while providing insight on why insurance clients cancel visits?
Dated
Flow doesn't leverage Cerebral's new look & feel
Unguided
Allows people to impulsively cancel
Static
Everyone gets the same experience regardless of cancellation reason
Redesigned the cancellation flow with purposeful friction to promote rescheduling and encourage valuable alternatives.
Better education about cancellation policy
Introduced a clearer experience that better informs users about the penalties of late cancellation upfront.
Default option to reschedule
Guided users towards rescheduling as an initial step instead of default to cancel to facilitate continuity of care and consistency in their treatment plans.
Guided alternatives based on cancellation reason
Display cancellation reasons & guide users towards support, ability to switch clinicians or any next best steps based on their reason.
