Healthcare Appointment System

Afya.ai is a healthcare platform designed to make it easier for patients to find doctors and book appointments online. I partnered with their internal team to replace a slow, offline process with a smoother, more accessible experience built for both hospital staff and everyday patients.

role

UX Research & Analysis

Wireframing & Prototyping

Design System Development

UX Research & Analysis
Wireframing & Prototyping
Design System Development

team

2 developers, 1 PM, 1 Marketing associate

2 developers, 1 PM, 1 Marketing associate

industry

healthcare

healthcare
problem

The booking experience patients dreaded

The booking experience patients dreaded

The booking experience patients dreaded

Patients had to wait in long lines, make endless calls, or show up in person just to book a doctor's appointment. On the hospital side, there was no centralized way to manage queues or track doctor availability. The result? Missed appointments, scheduling mistakes, and frustrated patients.

my process

Designing for both patients and hospitals

Designing for both patients and hospitals

Designing for both patients and hospitals

To understand the full picture, I spent time inside real hospitals, observing how appointments were scheduled and what tools staff used. I spoke with both patients and admins to hear where things broke down. These insights helped me define key workflows, build personas, and shape the foundation of the product experience.

user challenges

Business blockers that needed UX clarity

Business blockers that needed UX clarity

Business blockers that needed UX clarity

From complicated booking flows to missing feedback loops, these problems were affecting both patients and hospital operations.

user personas

Understanding the users

Understanding the users

Understanding the users

Research revealed two core user types: hospital admins who needed control and clarity, and patients who wanted a simpler way to book care. These personas grounded our design choices and helped us stay focused on real-life needs throughout the project.

ideation

Turning insights into actionable design concepts

Turning insights into actionable design concepts

Turning insights into actionable design concepts

My goal was to design features that fit naturally into what users were already doing—just in a more efficient way. I took insights from field research and translated them into clear, practical features that directly addressed patient pain points and hospital limitations.

information architecture

A streamlined and user-centric review system

A streamlined and user-centric review system

A streamlined and user-centric review system

The new IA let users browse doctors and hospitals without logging in—removing a major blocker for first-time patients. This approach was grounded in real workflows.

design execution

Refining the experience for all users

Refining the experience for all users

Refining the experience for all users

For hospitals: Built for real-world workflows

The hospital dashboard makes it easy to manage patient queues and view doctor schedules even with last-minute changes. It’s designed for speed, clarity, and flexibility

For patients: Trust before sign-up

Many users were hesitant to create an account upfront. So I designed the experience to show available doctors, fees, and hospitals before asking for sign-up giving patients control and building trust early on.

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  • Woman Wearing Glass
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user feedback

Real-world testing shaped key product pivots

Real-world testing shaped key product pivots

Real-world testing shaped key product pivots

Hospitals often preferred assigning queue numbers instead of fixed time slots due to unpredictable schedules. In response, I designed a flexible system that supports both options. Hospitals can now choose between time-based or number-based bookings—giving them the freedom to run things their way

Let’s build

something great

Let’s build

something great

Let’s build

something great

Let’s build

something great