Case study
Kinship Health
Booking a video visit for a parent, child or yourself from one calm, shared space.
Client
Kinship Health
Role
Product Designer
Duration
6 months
Year
2023
The problem
01
Most appointments on Kinship were booked by someone caring for another person. The app assumed every patient booked for themselves, so carers shared passwords and missed reminders.
Clinics also reported a high rate of no-shows for visits booked on behalf of older parents.
Approach
02
I introduced family profiles with clear consent controls, so one account can manage care for several people without blurring their medical records.
We tested the language with carers in their 30s and patients in their 70s, and rewrote every reminder to name the person the visit is for.
Outcome
03
Family profiles shipped on iOS and Android, and the clinic portal now shows who booked each visit.
Accessibility improvements from this project were adopted across the whole design system.
Results
04
-41%
No-shows on family bookings
3.2
Profiles per family account
+27%
Repeat bookings in 90 days
Process
05
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