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Introduction
Healthcare is deeply personal, and navigating digital health platforms can be stressful. Nexora Health, a telemedicine startup, faced significant challenges with patients abandoning appointments midway due to confusing workflows, unclear instructions, and a poor mobile experience.
In this case study, we explore how we transformed Nexora Health’s platform into a fast, trustworthy, and mobile-first experience — one that empowered patients, streamlined scheduling, and improved overall engagement.
The Core Problem
Travelers today expect speed and clarity. They want to search, compare, and book in minutes. Unfortunately, Smarter Flight’s old platform fell short:
- Patients reported trust issues with unclear data privacy and payment steps.
- Appointment scheduling involved 7 steps, frustrating patients.
- The platform lacked accessibility features, making it difficult for elderly users.
- Mobile experiences were clunky, discouraging on-the-go users.
These problems led to low adoption rates, high abandonment, and limited platform growth.
Discovery & Research
User Research
- Interviews with 50 patients and 10 doctors.
- Findings:
- 45% of patients abandoned appointments before confirming.
- Elderly users struggled with small fonts and poor contrast.
- Doctors needed clearer dashboards to manage multiple appointments.
- 45% of patients abandoned appointments before confirming.
Competitive Benchmarking
- Platforms like Teladoc and Zocdoc emphasized simplicity, accessibility, and trust.
- Mobile-first experience was standard, with clean scheduling and easy payments.
Journey Mapping
- Visualized pain points across the appointment flow.
- Identified redundant steps and confusing instructions.
- Mapped dropout points to redesign priority areas.
Redesign Strategy
We focused on three key principles:
- Accessibility First – Large fonts, high-contrast colors, screen reader-friendly layouts.
- Empathy in Design – Streamlined flows, calming copy, fewer clicks to book.
- Mobile-First Approach – One-hand navigation, responsive layouts, touch-friendly elements.
What We Crafted
The redesign unfolded through several key deliverables:
- Final Platform – Simplified patient dashboard, appointment booking, and doctor management tools.
- Journey Maps – Collapsed 7-step scheduling to 3 steps.
- UI Kit & Design System – Healthcare-safe colors, clear typography, scalable icons.
- Prototypes & Usability Testing – Tested with elderly and first-time users to refine flows.
Business Results
The redesign didn’t just make users happier — it fueled company growth.
- Doctors reported faster appointment management and less confusion.
- 50% increase in completed bookings.
- 60% reduction in abandoned appointments.
- Positive patient reviews citing clarity, simplicity, and trustworthiness.
The platform now had both happier customers and stronger business outcomes.
Key Takeaways
This project reinforced three critical lessons for me as a designer:
- Accessibility improves adoption and trust.
- Designing with empathy increases engagement.
- Mobile-first design is critical for healthcare applications.
Outcomes & Impact
bookings
drop-offs
feedback
Closing Thoughts
Nexora Health’s redesign demonstrates that digital healthcare platforms must prioritize empathy, accessibility, and trust.
By rethinking the patient journey, we delivered a solution that is fast, reliable, and user-friendly.
