Medical Super App (en)

User Research

I conducted qualitative research with potential clinic patients, including:
- in-depth interviews with users of different age groups,
- analysis of existing medical booking solutions,
- identification of pain points, expectations, and trust barriers.

Key insights:
- users want to see real-time doctor availability, not “leave a request” forms;
- confirmation and reliability of bookings are critical;
- medical data must be easily accessible in one place;
- the interface must remain simple and intuitive, especially for less tech-savvy users.

Based on the research, I created:
- Jobs-To-Be-Done frameworks,
- user journey maps (CJM) covering booking, visiting, and repeat usage scenarios.

Stakeholder Collaboration

The project started with a series of stakeholder meetings involving clinic representatives, the product manager, engineering team, and business stakeholders.

The goals of this phase were:
- aligning on the product vision,
- understanding business constraints and success metrics,
- identifying key risks and assumptions.

As a result, we defined:
- a shared product vision,
- core success metrics (booking conversion, time-to-book, retention),
- a list of hypotheses that needed validation through research and design.

Hypothesis-Driven Design & Validation

As a product designer, I focused not only on screens but on hypotheses and outcomes.

Examples of key hypotheses:
- displaying real-time available slots will reduce booking drop-off;
- consolidating all visits and documents in one place will increase retention;
- reducing the booking flow to 3–4 steps will improve first-time conversion.

To validate these hypotheses, I:
- designed alternative user flows and interaction patterns,
- ran A/B tests on critical screens (doctor selection, booking flow, confirmation),
- tested clickable prototypes with real users.

Insights from testing directly informed final UX decisions.

UX Design & User Scenarios

I designed:
- core user flows (booking, rescheduling, cancellation, reminders),
- detailed user stories for patients and clinics,
- the information architecture of the app,
- edge cases such as appointment changes, cancellations, and multi-clinic usage.

Special focus areas:
- minimizing cognitive load,
- clear and human-centered language,
- reducing user anxiety around medical appointments.

Design System

To support scalability and efficient development, I built a design system:
- typography and color system with accessibility in mind,
- reusable components (doctor cards, time slots, appointment statuses),
- error states and empty states,
- clear component usage guidelines.

This system helped:
- speed up design and development,
- ensure UI consistency,
- scale the product across multiple clinics and new features.

Outcome

The result was a product that:
- removes friction and stress from booking medical appointments,
- centralizes health data in one secure and accessible place,
- creates a transparent and trustworthy experience between patients and clinics.

This project reflects my approach to product design: making decisions based on research, validated hypotheses, and testing - not assumptions. I acted as a bridge between users, business, and engineering, designing not just interfaces, but a cohesive and scalable product experience.