Case file No. 02 · 2026
Lumen Clinic
Make booking a doctor easier than calling one.
Context
Where they started
Three clinics in Tallinn and Helsinki. 70 % of bookings went through a call centre that could not cope in the morning.
The site did not show free slots and asked people to register, so patients dropped out at step two and called instead.
Task
What had to happen
- Booking in three steps with no registration
- Doctor pages that actually convince
- Compliance with healthcare site requirements
Solution
What we did
Booking in three steps
Doctor → time → phone number. Slots come live from the clinic system, confirmation by SMS.
The doctor as a person
Photo, years of experience, reviews and the next free slot right in the card. Patients choose on data, not on a surname.
A calm design
A warm light palette, large type, no “medical blue”. Tested with users over 55.
Result
What changed
+38 %
online bookings
−27 %
load on the call centre
4.9
average booking experience score
Review
«For the first time in two years the front desk stopped staying late after their shift.»
Marina Levin, Development director, Lumen Clinic
Next case file
Rooted
Conversion 1.2 % → 2.7 %