Lantum
2025
Uncovering the barriers to locum rebooking
Uncovering the barriers to locum rebooking
Understanding the real barriers to Practice Managers not rebooking locum GPs, and designing interventions to tackle these
Understanding the real barriers to Practice Managers not rebooking locum GPs, and designing interventions to tackle these
The challenge
The challenge
Lantum wanted to understand why Practice Managers using their product were not booking the same locum GPs more than once, and how they could update their pricing model to encourage repeat bookings.
Lantum wanted to understand why Practice Managers using their product were not booking the same locum GPs more than once, and how they could update their pricing model to encourage repeat bookings.
The result
Our work uncovered barriers beyond the pricing model that were preventing rebookings, and I designed three high fidelity designs of suggested product features that would increase the number of Practice Managers rebooking the same GPs.
Our work uncovered barriers beyond the pricing model that were preventing rebookings, and I designed three high fidelity designs of suggested product features that would increase the number of Practice Managers rebooking the same GPs.
The approach
I started by analysing primary research. The client had already conducted user interviews to gather insight into how Practice Managers currently booked GPs and how their platform fared amongst other methods.
After analysing their interviews, I identified a number of other barriers that I believed were playing a larger role in Practice Managers not making repeat bookings with GPs. These barriers were turned into a user journey map which highlighted the needs and pain points of Practice Managers at each step of the booking process. This was followed by an ideation workshop with the client where behavioural science and design were utilised to brainstorm interventions to tackle these barriers, as well as ways to reframe the pricing model.
I started by analysing primary research. The client had already conducted user interviews to gather insight into how Practice Managers currently booked GPs and how their platform fared amongst other methods.
After analysing their interviews, I identified a number of other barriers that I believed were playing a larger role in Practice Managers not making repeat bookings with GPs. These barriers were turned into a user journey map which highlighted the needs and pain points of Practice Managers at each step of the booking process. This was followed by an ideation workshop with the client where behavioural science and design were utilised to brainstorm interventions to tackle these barriers, as well as ways to reframe the pricing model.
I turned three consolidated interventions into high fidelity prototypes in Figma, using Lantum’s design system. Alongside this, I created a discussion guide to use as the basis of the interviews with Practice Managers.
I ran interviews with 9 Practice Managers, walking them through each prototype and and getting feedback on what they would be looking for when booking, and how likely they would be to use each feature. After consolidating the insights post-interview, I made changes to the features, incorporating the needs we uncovered during testing.
The final designs were presented to Lantum, alongside additional feature designs created based on the insights from the interviews.
I turned three consolidated interventions into high fidelity prototypes in Figma, using Lantum’s design system. Alongside this, I created a discussion guide to use as the basis of the interviews with Practice Managers.
I ran interviews with 9 Practice Managers, walking them through each prototype and and getting feedback on what they would be looking for when booking, and how likely they would be to use each feature. After consolidating the insights post-interview, I made changes to the features, incorporating the needs we uncovered during testing.
The final designs were presented to Lantum, alongside additional feature designs created based on the insights from the interviews.
