Fernway
Small physio clinics were losing patients halfway through booking. Over twelve weeks I redesigned the flow around one question and built it as a widget any clinic can embed.
Client
Fernway, Braga
Year
2026
Type
Product
Role
Design and build
Team
Me, Fernway’s CTO and one back-end developer
Live
Twelve weeks
Five of design, then seven of build, with a demo on a live URL every Friday.
Weeks 1–2Interviews at nine clinics, and a close look at 1,200 abandoned bookings
Weeks 3–5The booking flow and the clinic dashboard, tested with 14 patients
Weeks 6–10Widget and dashboard built in Next.js, a release every Friday
Weeks 11–12Rolled out to 40 clinics, then a week of fixes
Fernway’s old booking form asked for the treatment, the practitioner and the patient’s details before it showed a single time. Six in ten patients left before they saw one.
Clinic staff then spent their mornings on the phone, finishing the bookings the form had lost. Fernway wanted fewer calls, and the clinics wanted their mornings back.
Design
In the interviews, patients asked the same question first: when can I come in? So the new flow opens on times, not forms. A week of open slots is the first screen, details come last, and a returning patient books in two taps.
The clinic dashboard shows the day at a glance, and both share a small system, Fernway UI, so the patient and the clinic see the same thing.
Times first, details last
One step per screen on a phone
A dashboard that shows the day at a glance
Fernway UI: 24 components, light and dark
Build
I built the widget as a small Next.js app that a clinic embeds with one line of HTML. It weighs 14 kB, sets no cookies and meets WCAG 2.2 AA. The dashboard is built from the same components, so the two never drift apart.
Front-end
Next.js and TypeScript
Widget
14 kB, one script tag, no cookies
Accessibility
WCAG 2.2 AA, tested with VoiceOver and TalkBack
Releases
Every Friday, behind feature flags
The result
4 min → 70 s
Average time to book an appointment
+31%
Completed bookings in the first three months
40 clinics
Using the new widget a month after launch
“Our receptionists got their mornings back. Patients just book now, and the phone is for the people who need it.”
Inês Carvalho, co-founder, Fernway
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