Project Overview:

Client & Problem Statement: SolutionReach, a company specializing in doctor/dentist office-patient communication, identified a need for a more sophisticated appointment reminder system that could cater to various types of medical procedures.
UX Process:

1. Research & Analysis:

  • User Research: Conducted user research to understand the needs, pain points, and preferences of both medical offices and patients regarding appointment reminders.
  • Competitive Analysis: Studied the competition to identify gaps and opportunities in the market.
  • Persona Development: Created user personas representing different stakeholders, such as medical staff and patients.

2. Ideation & Design:

  • Conceptualization: Brainstormed and developed the concept of “Care Campaigns” as a solution to address the problem.
  • Information Architecture: Designed the information structure for creating, managing, and monitoring campaigns.
  • Wireframing and Prototyping: Created wireframes and prototypes for the user interface and user interactions.
  • User Flow: Designed user flows to define how users would navigate through the campaign creation and management process.

3. Testing & Validation:

  • Usability Testing: Conducted usability testing sessions with actual users (medical staff) to gather feedback and validate the design.
  • Iterative Design: Incorporated user feedback and iterated on the design and functionality.
  • Beta Testing: Introduced a beta version of the feature to a select group of customers to gather additional feedback and refine the product.

4. Development & Implementation:

  • Front-end and Back-end Development: Developed the frontend interface and backend logic for creating, storing, and managing campaigns.
  • Integration: Ensured seamless integration with the existing SolutionReach platform.
  • Quality Assurance: Conducted thorough testing to identify and fix any bugs or issues.

5. Customer Feedback Loop:

Continuously engaged with customers throughout the development process, seeking their input and making adjustments accordingly.

6. Launch & Rollout:

  • Officially launched “Care Campaigns” as a new feature within the SolutionReach product.
  • Provided training and support for medical offices to use the new feature effectively.

7. Post-launch Evaluation:

  • Monitored user adoption and engagement with “Care Campaigns.”
  • Collected user feedback on the live feature and made any necessary improvements.


  • “Care Campaigns” was successfully launched, meeting the sophisticated appointment reminder needs of medical offices.
  • Customers were highly satisfied, thanks to their involvement in the development process and the feature’s alignment with their requirements.
  • The feature demonstrated increased patient engagement and appointment adherence, benefitting both medical offices and patients.

Key Takeaways:

  • Involving users throughout the design and development process led to a product that met their needs effectively.
  • Continuous feedback loops, usability testing, and iterative design are crucial for success.
  • Proper research and a solid understanding of user personas are foundational to creating user-centered solutions.

This case study serves as an excellent example of how a user-centric approach can result in a successful product that meets the needs and expectations of its target audience.