Improving the UX of a healthcare platform

For over 6 years, we’ve been working with a medical care center that serves 50k patients. Our most recent goal was to improve the UX of their current online services platform. In this web and mobile app, users can manage their personal information, schedule appointments, check their lab results and clinical history, among others.

These are some of the activities we organized in order to plan the product’s update:

-Benchmarking to identify the competency strengths and weaknesses

-Definition of proto-personas, or the app’s potential users

-Research on the best usability practices for the elderly, since this is the platform main audience

Based on the existing platform usage data and the insights we collected from the activities above, we proposed a new information architecture to simplify tasks for the users and make the process of managing their medical needs much easier and simple. Along with the UX/UI improvements, there was also a technology update in the platform so it would work smoother and more efficiently.

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