MediCare is a multi-specialty clinic group operating 12 locations across the UAE. They needed a digital presence that could handle online appointment booking, doctor discovery, and patient portal access while building trust with patients.

The Challenge

Healthcare websites are held to the highest standards of accessibility and trust. The previous site had WCAG 1.4 violations, no mobile-first design, and the booking flow had a 78% abandonment rate at the confirmation step.

My Approach

Conducted accessibility audits with screen reader testing, ran usability sessions with elderly users (a key demographic), and interviewed 15 clinic staff about their booking system pain points. Created persona maps for 4 patient types: Elderly, Parents with children, Young professionals, International patients.

Solution

Designed a WCAG AA-compliant website with high contrast modes, large touch targets, and simplified language. Built a 3-click appointment booking flow with smart availability detection. Designed a doctor profile system with specialisation filters, ratings, languages spoken, and video introduction capability.

Results

• Online booking increased by 340%
• Booking abandonment reduced from 78% to 22%
• Accessibility audit score: 98/100
• Patient satisfaction score: 4.9/5