Healthcare · UX · Delivery
Redesigning a booking app that people rely on when they feel unwell.
The Visitami booking app had users, bookings and a backend nobody wanted to break. The redesign asked a simpler question: what is missing, what is too much, and what has to stay exactly where it is.
- bookings
- +66%bookings
- bookings per month
- ~50kbookings per month
- support tickets
- <1%support tickets
- people in the QA team
- 6people in the QA team
A healthcare booking app rebuilt around what people actually needed
01
Role
Product Manager and Quality Assurance Manager, working closely with the IT team to take the application from conception to launch and leading a testing team of six people.
- Collaborated with UX/UI designers to improve the user experience
- Created product flows in Miro
- Prototyped the app redesign with the CPO
- Analysed competitors and defined priorities
- Prototyped the Digital Care Programs
- Coordinated communication across departments
- Wrote user stories
- Coordinated testing and led a team of 6 people
- Defined acceptance criteria and tested the app against high quality standards
02
Project
The app helps people prevent and manage their health: book visits with specialists, connect with their family doctor, collect clinical documentation, access medical and prevention content, activate Digital Care Programs and monitor specific health conditions.
This was a major redesign and product evolution. The objective was not simply to make the application look better. The challenge was to improve the UX while respecting the existing backend architecture and booking flows.
Redesigning an existing application is a bit like playing Jenga. A component that looks like just a brick can actually support an entire backend structure.
03
Phase 1: redesign
- Make the application more intuitive and pleasant
- Improve UX without breaking existing booking flows
- Update the interface according to new brand guidelines
- Increase engagement and usability
04
Phase 2: Digital Care Programs
Digital Care Programs provide personalized care pathways through exercises, therapies, activities and educational content.
- New home section
- Activity diary
- Upcoming bookings
- Active Digital Care Programs
- Dedicated health program section
- Progress tracking and personalized content
05
Process
- Competitor mapping
- Research
- User problems
- Hypotheses
- Flows
- Prototypes
- Development
- Testing
- Launch
06
Results
- +66% bookings after release
- 0.84% of customer-care tickets related to the app
- Improved patient satisfaction
- Easier access to medical information
- Increased engagement with Digital Care Programs
- Improved retention through personalized content
Takeaways
- 01
Coordinated UX/UI designers and developers without making the Jenga tower collapse.
- 02
Deepened my understanding of the healthcare industry.
- 03
Learned to create complex product flows in Miro.
- 04
Developed and integrated Digital Care Programs.
- 05
Coordinated the development of two applications.
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