The brief was ambitious:

Build a digital clinic platform where anyone—not just Médis clients—could easily book physical or digital health appointments, manage medical documents, and interact with a vast network of clinics and professionals.

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It was a bold move into the open healthcare market. With a rich catalogue of providers, Médis had a real advantage. On paper, it was a game-changer. In practice, it came with its fair share of challenges.

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From a technical perspective, we were working with M1, a partner platform that came with heavy limitations—some of which directly impacted user experience. One of the most notable: users couldn’t freely browse a calendar to see availability. Instead, they had to click through date by date to find options, creating a frustrating and clunky booking experience that I, as a UX designer, had no technical way to solve.

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But tech constraints weren’t the only hurdle.

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The business team had a very strong hand in shaping the user flow, often dictating decisions without involving UX rationale. Their version of the booking process was long, input-heavy, and focused more on internal requirements than user needs. Despite my efforts to push for a leaner, more user-friendly approach, many of the suggestions were blocked or deprioritized.

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When we tested their initial version, the results spoke for themselves.
User feedback was underwhelming, and the experience was described as tedious, with too many fields to fill and unnecessary steps that created friction and fatigue. The process didn’t feel helpful—it felt like a chore and bureaucratic.

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That became a turning point. With testing results in hand, I had the opportunity to reframe the experience based on real user needs. I focused on simplifying the flow, improving clarity, and adding subtle moments of guidance that helped users feel more in control of their journey—even within the limitations.

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We ran validation tests on the reworked experience, and the feedback shift was clear. The new flow scored significantly higher, and most importantly, users expressed genuine interest in the platform. They were curious, engaged, and eager to try it once live. That was the moment we knew we were on the right path.

 

The project is still in development, and some constraints remain. But this experience reinforced an important truth:
Great UX doesn’t come from guesswork or internal opinions. It comes from listening, testing, iterating—and always advocating for the user, even when the road isn’t smooth.