Lumino Health Booking and Registration
Role
Sr. Product Designer | Sunlife
User Research, Conceptualization, Interaction, Visual Design, Prototyping & Testing
Overview
As a Product Designer at Sun Life, I was tasked with designing Lumino Health’s booking and registration platform to create a seamless user experience. The challenge was to develop an intuitive, integrated flow that would effortlessly guide users to the right healthcare provider while ensuring a smooth and efficient journey from start to finish.
Make the registration flow so smooth, it practically registers itself.
Problem
The problem? Lumino Health didn’t have a smooth login and registration flow—basically, users were getting redirected to a third-party site for bookings, like being sent on a wild goose chase just to make an appointment. Lumino’s goal? Build a shiny, self-hosted booking system that keeps everything in-house and actually makes sense. No more detours!
Starting with a lean canvas
Problem Solving

Using a Lean Canvas was like putting on a pair of super-powered glasses that helped me spot the glaring issues with Lumino Health’s login and registration flow. Here’s how I tackled it:

  • Articulated core user problems in existing registration booking sites:
    • Confusion during registration
    • High abandonment rates
    • Difficulty logging in
  • Identified customer segments, including:
    • Busy Parents
    • Older adults
    • Younger millennials
  • Mapped out potential solutions, unique value propositions, and key success metrics.
  • Gained comprehensive understanding of the landscape.
  • Enhance user experience and informing strategy.
Comprehensive Competitor analysis.
Problem Solving

I dove into competitor analysis to see what healthcare platforms were doing right (and, mostly, what they were doing wrong). I found endless forms, confusing registration flows, and way too many “are you sure?” pop-ups. With that treasure trove of pain points, I crafted a smoother, faster registration flow for Lumino Health that not only met industry standards but actually made users say, “That was easy!”

User testing competitors
User Testing Competitors

I tested competitors' registration processes with real users to see what made them cringe and what made them cheer. By watching their navigation misadventures and listening to their grumbles, I pinpointed the design elements that users actually liked (yes, those do exist) and used that intel to refine Lumino Health’s registration flow.

For the usability test, I teamed up with Usertesting.com. Participants were thrown into live competitor registration flows, asked to perform tasks, and then grilled about their thoughts, expectations, and general level of frustration.

Participant information:

  • 5 users
  • Age 25-50
  • Desktop users
  • Canadians with extended health coverage
  • People who have used appointment booking platforms
  • Who already use sites for health content purposes.

Qualitative metrics

  • Gain user's feedback on the overall look and feel of typical registration flows.
  • Understand if the content on typical registration flows appeal to users.
  • Gain insight on the time in which it takes a user to complete a typical registration flow.

Quantitative metrics

  • Positive / Negative rating metric on typical registration flows
  • Gain insight on the number of users who prefer the content during typical registration flows.
  • Detail to amount of time it takes a user to complete a typical registration flow.
Creating User Flows for a Seamless Registration Process
Problem Solving
I created and analyzed multiple user flows to identify key decision points, friction areas, and improvement opportunities in the appointment registration process. This helped optimize the flow, reduce abandonment, and align the experience with user expectations.

Key stages of the user flow included:

  • Appointment Type Selection: Analyzing how users choose between different types of appointments based on their needs, ensuring clear options and an intuitive decision-making process.

  • Registration Process: Breaking down the steps users take to input personal information, verify details, and confirm their identity, while minimizing friction and enhancing clarity.

  • Appointment Booked Dashboard: Designing a clear, easy-to-navigate dashboard that confirms the appointment, provides next steps, and allows users to modify or cancel their booking if needed.

Journey Mapping using personas
Problem Solving
I used personas and got to work on some serious journey mapping to understand the wild and wacky ways users behave when booking appointments. By crafting detailed personas representing different user types, I was able to map out their emotional rollercoasters, goals, frustrations, and those all-important “should I click this?” moments. This helped me pinpoint pain points, hesitation triggers, and sneaky opportunities to make the experience more pleasing. The result? A smoother, more intuitive booking flow that actually gets users and makes them think, "Wow, this was way easier than I expected!"

User Phases:

  1. Planning Phase – Users research options, gather information, and searches products to make an appointment, user find Lumino.
  2. Choosing a Provider Phase – Users explores Lumino, browses available providers, filters, compare offerings, and weigh their preferences.
  3. Booking a Provider Phase – Users select a provider, registers, choose exact times, confirm their appointment details, check for accuracy, sets alert and finalize the process.
  4. Summary Phase – Users receive alerts, user sees provider, user rates and reviews.
Low-fidelity concepts for key use cases
Wires and Design
I began by structuring the information architecture and developing low-fidelity concepts for key use cases. After receiving approval from the Product Manager, developers, and stakeholders, we proceeded with usability testing using these low-fidelity mockups. Once the design was validated and refined based on user feedback, we transitioned to high-fidelity digital designs.
Iterating and testing
Wires and Design
I created multiple iterations of wireframes for the booking and registration process to explore different design approaches and refine the user experience. Each iteration focused on improving key areas such as navigation, clarity, and efficiency. I tested and adjusted the wireframes based on feedback and insights from user testing, ensuring that each version addressed pain points and better aligned with user needs. This iterative process allowed me to continuously improve the flow, resulting in a more intuitive and streamlined experience.