Kiosk Check-In Experience
Overview
Perlman Clinic is a fast-growing network of health care clinics with 30+ locations across Southern California. To improve check-in, I designed a self-service kiosk that replaced the manual, paper-based process. This led to a 30% reduction in front desk workload and improved data accuracy for billing.
My Role
I led the end-to-end UX process for this project as the sole designer. I partnered closely with front desk staff, billing, operations, and IT to ensure the kiosk experience was intuitive for patients and practical for clinics to adopt.
Company
Perlman Clinic
Timeline
March-June 2025
Role
Product Designer
Tools
Figma
Why this project matters
This project solved operational bottlenecks at the front desk and improved the accuracy of key patient data used for billing.
Accuracy
Discover
To understand the root of the problem, I started by comparing what should happen during check-in with what actually happens in clinics.
I interviewed front desk staff to uncover real-world bottlenecks, clinical leads to clarify the intended workflow, and the billing team to understand how data issues impact revenue.
Key insights from interviews
Key insight #1
Incomplete Verification
Staff often skipped patient details which led to incorrect billing.
Key insight #2
Billing Delays
Inconsistent data entry caused billing issues and unresolved balances.
Key insight #3
Workflow Gaps
Frequent staff rotation made it hard to maintain a consistent process.
I then mapped a patient persona and journey to align the experience with business goals and identify key breakdowns in communication, data entry, and patient flow.
User persona
User flow
User journey
Problem statement
Clear alignment early on helped the team stay focused and deliver real results.
After completing research, I worked with stakeholders to define exactly what we were solving and what we were not. The priority was improving the check-in process by reducing manual front desk workload and capturing accurate patient data.
I also confirmed that related issues, like insurance verification and form completion, were out of scope. This kept the project on track and protected it from scope creep.
Wireframing
Before designing screens, I mapped out the full check-in flow to understand each step’s purpose and how they connect. This ensured the experience was cohesive before diving into visual details.
I then designed a simple, focused kiosk flow where patients enter their name, date of birth, and address. If matched in Epic, they are marked as arrived and given clear next steps.
Key design decisions:
Large tap targets and plain language for ease of use
Fallback messaging if patient info cannot be matched
Clear reminders to pay copay
Final Design
Reflection
This project meant a lot to me because I saw how much a frustrating check-in experience affects both patients and staff. Being able to design something that made their day smoother felt genuinely rewarding.
It challenged me to go beyond screens and think deeply about operations, workflows, and the impact of design on real-world systems. I collaborated across roles, navigated constraints like Epic integration, and designed for clinics with very different needs.
I’m proud of how this work helped reduce wait times, lowered staff burden, and created a clearer experience for patients walking into the clinic. It reminded me why I care about health care design. Small fixes can lead to meaningful outcomes when done with intention!