Turning competing visions into a configurable scheduling product

Making the complexity visible

InteliChart needed a self-service scheduling product that could support both new and existing patients while routing appointments into each practice’s workflows and connected systems.

The leadership team had competing ideas for how it should work. I mapped each proposed experience end to end, printed the flows, and put them side by side in the room. Once the full complexity of each approach was visible, the tradeoffs became obvious and the group could align around a simpler path.

Designing the simpler model

I partnered with UX on competitive research and worked backward from the jobs both sides needed to accomplish. Practices needed flexibility in how scheduling rules worked. Patients needed to find and book the right appointment without unnecessary friction.

The goal was to preserve flexibility behind the scenes while keeping the patient experience simple.

We designed configurable decision trees that let practices model their own scheduling logic while supporting both direct booking and appointment requests.

Making scheduling actually work

Patients could schedule from practice websites, search experiences, or provider pages. Matching logic linked bookings to existing patient records when possible, so established patients could schedule without first logging into a portal.

Behind the scenes, the product handled patient status, appointment type, provider availability, practice rules, and integration back into connected systems. We supported deeper custom integrations for clients using systems such as NextGen and Centricity, along with API-based integration patterns for other EHR and practice-management environments.

From alignment to launch

Patient Schedule went from concept to production in approximately six months. Despite the configuration, matching, and integration complexity, the launch was notably smooth with no major production issues disrupting rollout.

The result was a complete scheduling capability: configurable enough to support different practice models, integrated into existing workflows, and simple enough for patients to use without unnecessary steps.

Skills demonstrated: Zero-to-one product development, executive alignment, product simplification, configurable workflow design, patient identity matching, API integration, and healthcare product delivery.