Transformed Client Experience: Better Days Medical Weight Loss Practice

Tanisha J. Rayson-Henry, founder of Better Days Wellness, reached out with a growing frustration—her website and booking process were complicated, overwhelming, and labor-intensive for both her clients and her team. Despite having a service that addressed a crucial need, the user and customer experience was making it hard for potential clients to take the first step.

Better Days

The Challenge

Better Days original customer journey was as tangled as a ball of yarn. Here are the issues the company was struggling with prior to us transforming their customer experience .

Overloaded Navigation

The website was cluttered with excessive menu options that felt more like navigating a medical textbook than a smooth booking experience.

Too Many Steps to Book

Clients had to navigate through multiple manual steps just to schedule a consultation. The booking process was a classic example of friction.

Negative Sentiment

Confusion for clients, inefficiency for the team, and potential clients dropping off before even booking a consultation. This disjointed system was also causing the team to burn out from all the manual follow-ups and approval processes.

The Goal

Better Days Wellness needed a website and customer experience (CX) overhaul to: Streamline the booking process. Simplify the client journey. Decrease manual workload. Speak directly to the people interested in medical weight loss, using terms and language they resonate with.

Our solution to give Better Days Wellness, better days:

Step 1

Untangle their CX Journey

We analyzed how customers were finding the business and what would be the easiest path for them to purchase.

Step 2

Revamping the User Experience

We shifted the language on the Better Day’s site to focus on empathy and understanding. Instead of using overly technical jargon that medical professionals would appreciate but clients found overwhelming, we reframed her services in ways that spoke directly to the target audience.

We addressed common challenges thier clients faced, making them feel seen and understood. We discussed the frustrations they’ve experienced with other weight loss attempts, recognizing the emotional and physical journey they’ve been through before finding Better Days.

Low Fidelity Wireframe

Created a blueprint for the website layout. This helps as we move through the development of the design process.

Mid Fidelity Wireframes

Added more elements to decide on flow and color hierarchy for elements on the site.

Prototype

We added stock imagery before presentation to the client. This helps them visualize the end product and suggest any changes.

Final Product

Tanisha wanted to incorporate her brighter brand colors to align with her marketing materials.

Step 3

Streamlining the Booking Process

The booking process needed a massive transformation to reduce steps, simplify client interaction, and eliminate the manual back-and-forth that was draining Tanisha’s time.

Now, the process looks like this:

Book the Appointment: Clients can easily schedule their appointments with just a few clicks.
Automatic Approval: The team still retains control by approving the appointment, but it's done quickly through the platform.
Automated Intake Form: The system automatically sends an email with the intake form, eliminating the need for manual follow-up.
Integrated System: Once the client completes the intake form, it’s automatically uploaded into the scheduler—no need for The team to hunt down forms or manually check anything.

The Results

After we worked our magic

With these changes in place, Tanisha’s website now delivers a frictionless experience for her clients. The streamlined booking process has significantly cut down the steps, making it easier for clients to schedule consultations and reducing the drop-off rate.

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Improved Efficiency

The time Tanisha spends on admin tasks has dramatically decreased. She can now focus more on delivering care and growing her practice.

Increased Client Satisfaction:

Clients no longer feel overwhelmed by the booking process. It’s simple, quick, and effective, leading to a better overall experience.

Greater Connection

The new content on the website speaks directly to the challenges and pain points of her audience, helping her build stronger relationships from the first interaction.

From the initial consultation to the final delivery, Lindsay exhibited a high level of professionalism and creativity. She truly understood my vision and translated it into a visually stunning and user-friendly website.

black woman in white lab coat leaning against a tree

Tanisha J. Rayson-Henry

Founder

Final Thoughts

This case study is a powerful reminder of the impact that streamlined CX and website optimization can have on both business efficiency and client satisfaction. By simplifying the customer journey and making it more intuitive, we’ve not only saved Tanisha time and stress but also created a more engaging and inviting experience for her clients. As I always say: People don’t want to jump through hoops—and you don’t need to either.

This project highlights how user-centric design and data-driven decisions can revolutionize a service-based business, providing a seamless experience that benefits both the client and the owner.