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07 · The texts that get read the most
Reminders, errors and empty states
An appointment reminder arrives on a phone, sometimes on a locked screen that others can see. It has to be short, useful and discreet.
All the data on this page is fictional. In the product, the reminder button opens WhatsApp with the text already written, and it is the doctor who sends it.
Reminder builder
A good reminder
- Says who, when and where, in that order
- Offers a way out: “let us know and we will find another time”
- Does not include the reason for the visit or any clinical data
- Fits in 160 characters when it is an SMS
A bad reminder
- Mentions the specialty, a diagnosis or a test
- Uses capitals, exclamation marks or “URGENT”
- Threatens: “if you do not let us know, the appointment will be charged”
- Asks for personal data as a reply
Error messages
An error is written in three parts: what happened, what happens to what the person did, and what to do. Without blaming the person using the app.
| Situation | Message |
|---|---|
| No connection when saving | “We could not save the appointment. Check your connection and try again. What you typed is still on the screen.” |
| Two appointments at the same time | “There is already an appointment at 10:00 a.m. Choose another time or save it as an overbooking.” |
| Incomplete phone number | “The phone number is missing digits. Check that it has 11 digits.” |
| Duplicate cédula (national ID number) | “A patient with that cédula already exists. Do you want to open their chart?” |
| Expired session | “We signed you out for security. Sign in again to continue. Nothing was lost.” |
| File too large | “The file is larger than allowed. Try a smaller one.” |
Empty states
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No notices
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