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Médis Services

2026

Super App

Médis Super App

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KEY DETAILS

In Development

Mobile App

KEY RESULTS

As this project is still in development, some visuals and experience may change.

Turning a Functional Brief into a Human-Centered Health Companion

The Médis Super App began with a highly ambitious brief: create a digital entry point capable of redirecting users across the Médis health ecosystem — within a six-month timeline.

At that stage, the project had urgency, but not yet a clear product vision. The initial idea could easily have become a simple hub of links to existing services. My role was to challenge that direction and help define a more meaningful experience: one that gave users a real reason to open the app, return to it, and trust it as part of their health journey.

From Ecosystem Hub to Guided Experience

Rather than starting with screens, I started with research. I benchmarked existing super app models and explored how users understood the value of a centralized healthcare app. Across three rounds of UX testing, one insight became clear:

If the app simply redirected users to browser tabs or disconnected services, users would not see enough value in using it.

This shifted the direction of the product. The opportunity was not to build a container for services, but to create a guided starting point for healthcare needs.

Instead of asking users to navigate a complex ecosystem alone, the app would help users understand where to go next

Introducing Carmo as the Human Layer

To make the experience feel more personal and less transactional, the concept was built around Carmo, Médis’ digital nurse.

Carmo became the entry point of the experience, greeting users with a simple question:

“How are you feeling today?”

This created a more empathetic navigation model. Based on the user’s response, Carmo could suggest relevant next steps, such as digital consultations, symptom checking, marketplace services or other Médis ecosystem features.

The goal was to transform navigation into guidance. Instead of pushing users toward services, the experience helped users discover what was relevant to them in a more natural, human and contextual way.

Designing for Engagement and Ecosystem Discovery

The Super App concept was designed to support more than usability. It also needed to improve engagement across the wider Médis ecosystem.

By using Carmo as a guided interface, the app could:

  • help users find the right service faster;

  • reduce the feeling of navigating a fragmented ecosystem;

  • create more meaningful entry points into digital consultations, symptom checking and marketplace services;

  • support future upsell opportunities in a way that felt useful rather than intrusive.

The strongest concept tested was not perceived as “just another app”, but as a health companion — an experience that could guide users based on context, intent and need.

From Strategic Direction to Hands-On Delivery

As the project moved forward, internal capacity became limited and Médis brought in an external consultancy to support design and development. My role initially shifted into strategic guidance, helping the agency understand the product vision, user needs and intended experience.

However, it quickly became clear that the project needed more than oversight. Some flows were underdeveloped, key UX decisions required clarification, and the timeline left little room for long feedback cycles.

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So I stepped back into hands-on design.

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I helped shape key user flows, designed additional screens, explored interface directions and translated the strategic concept into a more concrete product experience. Across this phase, the work became more cohesive, structured and aligned with the original vision: a Super App that felt useful, guided and emotionally aware.

Defining the Voice of the Experience

One of the most important parts of the project was the definition of Carmo’s tone of voice.

This was developed in close collaboration with a colleague who helped bring warmth, clarity and personality to Carmo’s interactions. That work was essential in making the experience feel less like a chatbot and more like a trusted digital companion.

The result was an interface that combined product utility with a more human layer of communication — something especially important in a healthcare context, where clarity and reassurance are central to the experience.

Impact and Current Status

This project is currently in progress and planned for release by the end of the year.

While final product KPIs will only be measurable after launch, the discovery and validation phase already helped:

  • reframe the product from a service hub into a guided health companion;

  • validate the need for more contextual and human navigation;

  • identify the risk of low engagement if the app functioned only as a redirection layer;

  • define a scalable foundation for connecting digital consultations, symptom checking, marketplace services and other Médis ecosystem features;

  • align internal teams and external partners around a clearer product direction.

This project reinforced an important UX principle: a good digital ecosystem is not just about connecting services. It is about helping users understand what matters to them, what to do next, and why they should come back.

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