Just tried to make an appointment on my doctor’s patient portal and it was DISMAL. I would be more forgiving if my doctor were ancient but she’s in her early 50s.
This is the experience I encountered:
- Logged on to her system, expected to see available appointments.
- The site shows all dates and times – but doesn’t distinguish between those that are available and those already booked.
- You are literally looking for a needle in a haystack.
- To find an open appointment, you have to click on every single time/day until you run into an available time. Yikes.
I finally called her office to schedule an appointment (how last century is that?). When I see her later this month I will make a plea for zocdoc, or another similar service.
These are such little things, really minor annoyances, but they make a huge difference in providing efficient, seamless experiences. And they definitely affect my perception of the service provider. Neo-Luddism is not my thing.
Read on below for more on this, along with examples of businesses getting it right.