LUXMED
Easier access to preferred doctors and smoother online consultation
Overview
LUX MED is one of Poland’s largest private healthcare providers, with millions of patients using the Patient Portal app for appointment booking, online consultations, test results, and more. The primary user goal is fast, reliable booking of in-person or online appointments - yet many users reported frustration with rigid processes, blocked access to preferred doctors, and poor handling of online chats.
This redesign aimed to make booking more intuitive, reduce unnecessary barriers, and enhance online consultation continuity, also for users unsure of their needs.
My role
UX/UI Design
Tools used
The problem
The existing booking and consultation flows forced users into inflexible paths that did not match their intent. Users who knew what they needed were blocked, while users who were unsure received little meaningful guidance.
At the same time, online consultations lacked continuity, undermining trust in a healthcare context.
Research
Current flow
User reviews from App Store
Insights
Booking medical appointments and accessing online consultations often felt frustrating and unintuitive for users. Through research and analysis of app reviews, I uncovered key pain points:
Blocking users who know what they need creates unnecessary friction
The mandatory questionnaire frequently blocks access to chosen doctors/specialists, even when they are confident in their choice.
Continuity is critical in healthcare interactions
Chat sessions are not resilient to interruptions, and history isn’t saved or easily accessible later - a critical flaw in healthcare where advice needs to be revisited.
Uncertain users need guidance, not redirection
When users are unsure about symptoms, sending them to articles or forcing early decisions increases drop-off instead of helping them move forward.
Key design decisions
The redesign focused on removing the biggest daily barriers while adding just enough intelligent support to help users move forward faster without turning the app into a complicated diagnostic tool.
Making the pre-visit survey non-blocking
I intentionally removed the survey as a mandatory step when users already selected a doctor or specialist. The survey remains available only as support for uncertain users.Designing online consultations as persistent conversations
Chat sessions were redesigned to be automatically saved and re-accessible, allowing users to return to medical advice at any time.Introducing AI as assistive navigation, not diagnosis
A lightweight AI assistant supports users with unclear needs by helping them find the right specialist or service without making medical decisions.
These changes were prototyped in low- and mid-fidelity flows, then validated through task-based testing (self-testing plus informal feedback from a few people). Scenarios included booking with a known gynecologist, resuming an interrupted online chat, and describing vague symptoms to find a specialist. Iterations focused on making the AI entry point feel natural and non-intrusive, ensuring saved chats were easy to find, and keeping the overall flow simple and reassuring - especially in a sensitive context like healthcare.
Final design
The final design removes blocking steps from confident user paths, restores continuity in online consultations, and adds assistive guidance only where uncertainty appears. The solution prioritizes predictability and trust over feature density, which is critical in a healthcare context.
