All work
Kin HealthWeb app
A telehealth booking flow that patients actually finish
Booking, video consultations and payments for a network of 300 clinicians, rebuilt to be fast, accessible and secure.
- Client
- Kin Health
- Industry
- Healthcare
- Role
- Full stack engineer
- Year
- 2024
- Duration
- 7 months
Built with
- Next.js
- TypeScript
- Node.js
- PostgreSQL
- Stripe
Scope
- Product engineering
- Accessibility
- Integrations
- Security
- Booking completion, up from 54%
- 87%
- Steps to book, down from eleven
- 4
- Lighthouse accessibility score
- 100
The challenge
Kin Health was losing almost half of its patients halfway through booking. The flow had eleven steps, failed on older phones and asked people to create an account before they could see a single available slot.
The approach
We treated booking as the product and rebuilt it around one question: what is the least a patient needs to do to see a clinician?
- A four-step flow that shows real availability first and asks for details only at the end.
- Video consultations with a fallback to a phone call, so a weak connection never cancels an appointment.
- Encrypted records, audit logs and role-based access to meet healthcare data rules.
The outcome
Booking completion rose from 54% to 87% in the first two months, and the new flow scores 100 for accessibility in Lighthouse. Clinicians now spend less time on admin and more time with patients.