Kristiania University College is a private institution located, among other places, in the center of Oslo. The school offers a wide range of programs, including Osteopathy. It also provides treatment at its facilities, allowing patients to receive high-quality care at an affordable price.

In this project, we used the sprint methodology. The goal of the project was quite specific: "Patients should be able to book appointments via the app." The focus was on finding the best and most user-friendly solution for both patients and practitioners at the clinic.

To come up with an interesting idea, it’s important to break down all the issues with the current solution. What aspects are not optimal? Does the solution make everyday life easier for both students and staff? How many steps does a phone call go through to book an appointment?

The first thing we identified was that a booking application must simplify the process for those scheduling appointments and, equally important, for those working at the clinic.

When we tested contacting the clinic ourselves, we had to try several times before the call was answered. Additionally, the fact that appointments must be booked by phone is not clearly communicated on Kristiania’s website.

These were the key issues we aimed to improve and focus on throughout this project.

We scheduled a meeting with the clinic, which in this case was our client. Afterwards we arranged a meeting with the receptionist which is a part of the sprint methodlogy phase - Ask the experts. 
During this meeting we gathered some much needed information like 

• Who is the main user groups
• Who handles bookings
• How does the practitioner receive information about appointments?
• How do they keep track of bookings today?
• How long do the different practitioners work there?
• Who should have access to the solution?
• What kind of information do they need from the customer?
• How does payment work today?
• Is it always the same practitioner for returning customers?
• Are the customers only individuals, or do they include businesses as well?

We gathered a lot of valuable information during this meeting. For instance, we learned that the primary customer group is around 30 years old. Most of the customers are discounted clients, but there aren’t many retirees.

For a long time, we believed that the clinic’s target group was primarily students, mainly individuals aged 18–28. However, after the interview, we clarified that the main group consists of people up to 30 years old, not necessarily students. Most of the appointments booked are by discounted customers, which doesn’t only include students but also retirees, school employees, and others.


The user test was conducted with five participants. The feedback was generally positive, with a few exceptions and suggestions for improvement.

Changes such as displaying prices earlier and more clearly to the user, providing information about phone opening hours, and adding features for supervisors to block students who are unavailable at specific times were recommended. Additionally, it would be helpful for supervisors to have a better overview of which rooms students have visited each day. Currently, this is managed on paper, leading to unnecessary time consumption.

Aside from these minor issues, the Student Clinic was very positive about the solution, as our idea simplifies their daily operations.

Feedback from other testers was constructive but included some points for improvement. Some suggested it should be clearer that the clinic is run by students. Additionally, the View Treatments button under Osteopathy could give the impression that multiple treatments are listed under the same category. Instead, replacing it with a Back to Homepage button could improve clarity.