Work03 · Multi-location clinicService
Verra
Booking and intake for a clinic, without the front-desk bottleneck
A booking and intake experience for a multi-location dental clinic that treats scheduling like checkout — three taps from open to booked — and an agent that handles intake, insurance questions, and pain triage so the front desk isn't the bottleneck the whole business waits on.
Try the product
Try Verra's intake agent
Ask to book, ask about insurance, or describe a problem — it triages the way the real intake agent would.
A working agent, running live — not a mockup
Verra
Intake & triage agent · live demo
Verra Dental
LOCATION
REASON
NEXT OPENINGS
Cleaning · 45 min
$120
Covered by most insurance · free to reschedule
Pick a time to continue
Interactive prototype — click around, it actually works
Strategy deliverable
The journey we mapped before designing anything.
Every stage from first spark to loyal return — what the customer does, feels, and exactly where the experience leaks. The dip in the curve is the moment we built the work around.
Customer journey map · concept
Dana, 34 — finding a dentist
New to the area, a tooth that's started aching, comparison-shopping clinics at 9pm.
Customer journey map for Dana, 34 (finding a dentist), across 6 stages. Sentiment dips lowest at the Consideration stage (the biggest drop-off) and peaks at the The visit stage.
- Awareness: A dull ache she can't ignore. The customer Notices sensitivity, waits a few days, then decides she needs a dentist. Pain point: No idea who's good, who's nearby, or who takes her insurance. Our move: Show up in local search with real availability and accepted insurance visible up front.
- Consideration: Four tabs open at 9pm. The customer Compares clinics — reviews, hours, prices — ready to commit tonight. Pain point: Every site buries booking behind a form or a phone number — and they're all closed. Our move: Make availability the homepage: the next open slots render above the fold, bookable at 9pm.
- Booking: Held in three taps. The customer Picks a location, a time, and a reason; the slot is held before any forms. Pain point: Insurance uncertainty is the last thing that could still scare her off. Our move: Hold first, ask later — and the agent answers insurance questions from the clinic's real policy.
- Pre-visit: The wait, without the anxiety. The customer Gets reminders, fills intake online, moves the appointment once herself. Pain point: No-shows and forgotten paperwork are where clinics normally lose the slot. Our move: Automatic reminders, one-tap reschedule, and intake collected before she arrives.
- The visit: Walks in already known. The customer Arrives; the front desk already has her details; she's seen on time. Pain point: If intake isn't synced, she repeats everything — friction at the worst moment. Our move: Intake synced to the front desk, and a deliberately calm checkout — the peak we design for.
- Advocacy: Comes back, brings family. The customer Books her six-month recall, leaves a review, refers her partner. Pain point: Most clinics never follow up; recall and reviews stay manual and slip. Our move: Automated recall and a review request timed to the peak — turning one visit into a relationship.
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Engagement
Discovery + Sprint + Agent
Timeline
7 weeks
Surfaces
Journey map, multi-location booking, intake agent
Agent role
Intake, insurance, pain triage, hand-off
The problem
Independent clinics lose patients at the front desk. The typical clinic site buries booking behind a contact form, the phone, and office hours — while patients comparison-shop at 9pm. Across multiple locations the problem multiplies: one overwhelmed front desk gatekeeps every booking, reschedule, and 'is this covered?' question for the entire practice. Every abandoned booking is revenue handed to the chain down the street with the better website.
The approach
We mapped the full patient journey across locations and found the leaks weren't clinical — they were the moments before and after care: the 9pm booking attempt that hit a contact form, the insurance question that required a phone call, the reschedule that took three voicemails.
We treated booking the way e-commerce treats checkout: pick a location, a time, and a reason in one continuous motion, with the slot held before any forms. Holding first removes the fear that makes people call instead of booking.
The agent absorbs the front-desk overflow: it handles intake, answers insurance and pricing questions from the clinic's real policies, and triages pain — offering the soonest slot for genuine urgency and routing true emergencies to a human, every time.
Key moves
01
Availability is the homepage
The next open slots at each location render above the fold. The clinic's real inventory is its strongest call to action.
02
Hold first, ask later
Selecting a slot holds it for ten minutes; forms come after commitment — the pattern that made ticketing sites convert.
03
An agent that triages, not just chats
Intake, insurance answers, and pain triage from real clinic policies — with hard rules to hand genuine emergencies to a human immediately.
Design targets
- from open to booked slot
- 3 taps
- needed to reschedule or cancel
- 0 calls
- urgency, with emergencies sent to a human
- Triaged
A self-initiated concept study. Verra is a fictional clinic; the agent below is a working demonstration and gives no real medical advice.
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