At Kry, the core of the healthcare offering is based on having a video call with a doctor. If patients are unable to have that video call, it negatively impacts their perception of Kry as a brand and healthcare provider. According to a survey, the majority of patients who do not attend their video meetings face technical issues.

To mitigate this problem, I designed a set of components for patients to check that their camera and microphone are functioning properly before a video meeting. Users can test their microphone by making a sound and verifying if the app detects it. They can also check if their camera connects to the app correctly. If there are any issues, they are guided to go to their settings to update permissions.

We found that when we prepare patients before a meeting, they are less likely to miss it. Patients who interact with the content in the Waiting Room are 0.5 percentage points less likely to no-show compared to the control group in the AB test. By adding new components to help patients prepare for their meeting we provided even more ways to reduce no-shows.