In 2023, Unimed Litoral initiated a full redesign of its healthcare app to improve the digital experience for beneficiaries. The app is a central touchpoint for users to manage health services: booking appointments, accessing their digital ID, checking exam results, and viewing payment-related information.
While functional, the original platform presented several usability challenges from cluttered navigation and excessive information to inconsistent flows for essential tasks. I was brought in as part of the UX team to lead the redesign efforts from a product experience perspective.
My role involved driving the UX process from research through to high-fidelity prototyping. This included gathering and synthesizing user feedback, defining a new information architecture, simplifying appointment and exam result flows, and updating the interface based on the organization’s visual identity system.
Rather than over-design features, the focus was on removing friction, increasing clarity, and ensuring that core services were easily accessible to a wide range of users, including those with dependents or limited digital literacy. By grounding our work in real user needs, we transformed the platform into a more intuitive and scalable experience.
UX Research
UX Design
UI Design
Product Strategy
In 2023, Unimed Litoral initiated a full redesign of its healthcare app to improve the digital experience for beneficiaries. The app is a central touchpoint for users to manage health services: booking appointments, accessing their digital ID, checking exam results, and viewing payment-related information.
While functional, the original platform presented several usability challenges from cluttered navigation and excessive information to inconsistent flows for essential tasks. I was brought in as part of the UX team to lead the redesign efforts from a product experience perspective.
My role involved driving the UX process from research through to high-fidelity prototyping. This included gathering and synthesizing user feedback, defining a new information architecture, simplifying appointment and exam result flows, and updating the interface based on the organization’s visual identity system.
Rather than over-design features, the focus was on removing friction, increasing clarity, and ensuring that core services were easily accessible to a wide range of users, including those with dependents or limited digital literacy. By grounding our work in real user needs, we transformed the platform into a more intuitive and scalable experience.
UX Research
UX Design
UI Design
Product Strategy
In 2023, Unimed Litoral initiated a full redesign of its healthcare app to improve the digital experience for beneficiaries. The app is a central touchpoint for users to manage health services: booking appointments, accessing their digital ID, checking exam results, and viewing payment-related information.
While functional, the original platform presented several usability challenges from cluttered navigation and excessive information to inconsistent flows for essential tasks. I was brought in as part of the UX team to lead the redesign efforts from a product experience perspective.
My role involved driving the UX process from research through to high-fidelity prototyping. This included gathering and synthesizing user feedback, defining a new information architecture, simplifying appointment and exam result flows, and updating the interface based on the organization’s visual identity system.
Rather than over-design features, the focus was on removing friction, increasing clarity, and ensuring that core services were easily accessible to a wide range of users, including those with dependents or limited digital literacy. By grounding our work in real user needs, we transformed the platform into a more intuitive and scalable experience.
UX Research
UX Design
UI Design
Product Strategy
Unimed Litoral Med App 2023-2024
Unimed Litoral Med App 2023-2024
Unimed Litoral Med App 2023-2024
UX Design
UX Design
UX Design
Affinity mapping
Affinity mapping
Affinity mapping
User flow
User flow
User flow
Feature priorization
Feature priorization
Feature priorization
UI Design
UI Design
UI Design
Design System application
Design System application
Design System application
Visual redesign
Visual redesign
Visual redesign
High-fidelity wireframes
High-fidelity wireframes
High-fidelity wireframes
Research
Research
Research
User research
User research
User research
Stakeholder interviews
Stakeholder interviews
Stakeholder interviews
UX audit of existing platform
UX audit of existing platform
UX audit of existing platform
Jobs to be done
Jobs to be done
Jobs to be done
Problem
Problem
Problem
Solution
Solution
Solution
The platform’s interface was outdated and overloaded with features that no longer met user needs. Users frequently complained about usability issues, excessive steps to complete tasks, and difficulty accessing essential services. One of the most common frustrations was the difficulty locating the virtual health card, a feature critical for day-to-day use. Appointment scheduling was unintuitive, exam results were hard to read, and the overall experience felt disconnected from the company’s current brand identity, resulting in frustration and inefficiency across Customer Experience operations.
The platform’s interface was outdated and overloaded with features that no longer met user needs. Users frequently complained about usability issues, excessive steps to complete tasks, and difficulty accessing essential services. One of the most common frustrations was the difficulty locating the virtual health card, a feature critical for day-to-day use. Appointment scheduling was unintuitive, exam results were hard to read, and the overall experience felt disconnected from the company’s current brand identity, resulting in frustration and inefficiency across Customer Experience operations.
The platform’s interface was outdated and overloaded with features that no longer met user needs. Users frequently complained about usability issues, excessive steps to complete tasks, and difficulty accessing essential services. One of the most common frustrations was the difficulty locating the virtual health card, a feature critical for day-to-day use. Appointment scheduling was unintuitive, exam results were hard to read, and the overall experience felt disconnected from the company’s current brand identity, resulting in frustration and inefficiency across Customer Experience operations.
We carried out a complete redesign focused on user needs and business goals. Through user surveys and analysis, we identified core pain points and restructured the platform’s information architecture to reduce friction. The new design streamlined appointment scheduling, improved exam result visibility, and reduced the number of clicks required for essential tasks. Additionally, we updated the platform’s entire visual identity using the existing design system, creating a scalable, efficient, and intuitive experience aligned with the company’s brand.
We carried out a complete redesign focused on user needs and business goals. Through user surveys and analysis, we identified core pain points and restructured the platform’s information architecture to reduce friction. The new design streamlined appointment scheduling, improved exam result visibility, and reduced the number of clicks required for essential tasks. Additionally, we updated the platform’s entire visual identity using the existing design system, creating a scalable, efficient, and intuitive experience aligned with the company’s brand.
We carried out a complete redesign focused on user needs and business goals. Through user surveys and analysis, we identified core pain points and restructured the platform’s information architecture to reduce friction. The new design streamlined appointment scheduling, improved exam result visibility, and reduced the number of clicks required for essential tasks. Additionally, we updated the platform’s entire visual identity using the existing design system, creating a scalable, efficient, and intuitive experience aligned with the company’s brand.
Problem & Solution
Problem & Solution
Problem & Solution
User Personas
User Personas
User Personas
Wireframes
Wireframes
Wireframes
User Flow
User Flow
User Flow
Book medical appointments for her children, access their health cards, and follow up on exam results with ease.
Book medical appointments for her children, access their health cards, and follow up on exam results with ease.
Book medical appointments for her children, access their health cards, and follow up on exam results with ease.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Easy access to dependents’ profiles, visible digital ID cards, simple scheduling, and clear results.
Maria, 32
Maria, 32
Maria, 32
Motivation:
Motivation:
Motivation:
Expectation:
Expectation:
Expectation:
stay-at-home mom
stay-at-home mom
stay-at-home mom
Primary Usage:
Manage dependents
Primary Usage:
Manage dependents
Primary Usage:
Manage dependents
Book exams quickly and check his monthly healthcare expenses to stay organized.
Book exams quickly and check his monthly healthcare expenses to stay organized.
Book exams quickly and check his monthly healthcare expenses to stay organized.
Clear co-payment tables, smooth scheduling flow, and consistent access to the digital ID without app crashes.
Clear co-payment tables, smooth scheduling flow, and consistent access to the digital ID without app crashes.
Clear co-payment tables, smooth scheduling flow, and consistent access to the digital ID without app crashes.
Bruno, 27
Bruno, 27
Bruno, 27
Motivation:
Motivation:
Motivation:
Expectation:
Expectation:
Expectation:
logistics coordinator
logistics coordinator
logistics coordinator
Primary Usage:
Schedule exams and
control expenses
Primary Usage:
Schedule exams and
control expenses
Primary Usage:
Schedule exams and
control expenses
Follow up on medical appointments and results for herself and her elderly parents.
Follow up on medical appointments and results for herself and her elderly parents.
Follow up on medical appointments and results for herself and her elderly parents.
Easy access to dependents, clear menu structure, and intuitive test result navigation.
Easy access to dependents, clear menu structure, and intuitive test result navigation.
Easy access to dependents, clear menu structure, and intuitive test result navigation.
Débora, 48
Débora, 48
Débora, 48
Motivation:
Motivation:
Motivation:
Expectation:
Expectation:
Expectation:
elementary school teacher
elementary school teacher
elementary school teacher
Primary Usage:
Track family services
and test results
Primary Usage:
Track family services
and test results
Primary Usage:
Track family services
and test results
Jobs to be done
Jobs to be done
Jobs to be done
In redesigning the healthcare app, we used the Jobs-to-Be-Done (JTBD) framework to uncover what users are truly trying to achieve. This helped us translate their pain points into clear design opportunities focused on real needs and motivations.
In redesigning the healthcare app, we used the Jobs-to-Be-Done (JTBD) framework to uncover what users are truly trying to achieve. This helped us translate their pain points into clear design opportunities focused on real needs and motivations.
In redesigning the healthcare app, we used the Jobs-to-Be-Done (JTBD) framework to uncover what users are truly trying to achieve. This helped us translate their pain points into clear design opportunities focused on real needs and motivations.
Patients booking consultations
Patients booking consultations
Patients booking consultations
When I need to schedule a medical appointment, I want to find the correct specialty information so I can book without confusion or delays.
When I need to schedule a medical appointment, I want to find the correct specialty information so I can book without confusion or delays.
When I need to schedule a medical appointment, I want to find the correct specialty information so I can book without confusion or delays.
Users checking test results
Users checking test results
Users checking test results
After an exam, I want to view my results directly in the app so I don’t need to call or visit the clinic.
After an exam, I want to view my results directly in the app so I don’t need to call or visit the clinic.
After an exam, I want to view my results directly in the app so I don’t need to call or visit the clinic.
Parents with dependents
Parents with dependents
Parents with dependents
When taking my children to appointments, I want their digital health cards to be visible so I don’t face issues during check-in.
When taking my children to appointments, I want their digital health cards to be visible so I don’t face issues during check-in.
When taking my children to appointments, I want their digital health cards to be visible so I don’t face issues during check-in.
Frequent app users
Frequent app users
Frequent app users
When using the app, I want it to open reliably and show complete data so I’m not blocked when I need it most.
When using the app, I want it to open reliably and show complete data so I’m not blocked when I need it most.
When using the app, I want it to open reliably and show complete data so I’m not blocked when I need it most.
Cost-conscious users
Cost-conscious users
Cost-conscious users
When reviewing medical expenses, I want to clearly see co-payment values so I can understand what I’m being charged.
When reviewing medical expenses, I want to clearly see co-payment values so I can understand what I’m being charged.
When reviewing medical expenses, I want to clearly see co-payment values so I can understand what I’m being charged.
Users with low digital fluency
Users with low digital fluency
Users with low digital fluency
When I open the app, I want a clean and organized interface so I can quickly find what I’m looking for.
When I open the app, I want a clean and organized interface so I can quickly find what I’m looking for.
When I open the app, I want a clean and organized interface so I can quickly find what I’m looking for.
Menu Clarity
Menu Clarity
Menu Clarity
The menu structure was redesigned to improve hierarchy and usability, allowing users to navigate the platform more effortlessly. The digital health card (ID) was repositioned for immediate visibility, making it easily accessible for frequent use.
The menu structure was redesigned to improve hierarchy and usability, allowing users to navigate the platform more effortlessly. The digital health card (ID) was repositioned for immediate visibility, making it easily accessible for frequent use.
The menu structure was redesigned to improve hierarchy and usability, allowing users to navigate the platform more effortlessly. The digital health card (ID) was repositioned for immediate visibility, making it easily accessible for frequent use.
Meus dados = My profile
Trocar usuário = Switch account
Política de privacidade = Privacy policy
Fale conosco = Contact us
Sair = Log out
Carteirinha = Health ID Card
Frente = Front
Verso = Back
Guia médico = Provider directory
Meus dados = My profile
Trocar usuário = Switch account
Política de privacidade = Privacy policy
Fale conosco = Contact us
Sair = Log out
Carteirinha = Health ID Card
Frente = Front
Verso = Back
Guia médico = Provider directory
Meus dados = My profile
Trocar usuário = Switch account
Política de privacidade = Privacy policy
Fale conosco = Contact us
Sair = Log out
Carteirinha = Health ID Card
Frente = Front
Verso = Back
Guia médico = Provider directory
Agendar exames = Book exams
Agendar consulta = Book appointment
Tabela de valores = Fee schedule
Resultado de exames = Test results
Financeiro = Billing
Boletos = Invoices
Extrato de despesas = Expense statement
Coparticipação = Co-payment
Agendar exames = Book exams
Agendar consulta = Book appointment
Tabela de valores = Fee schedule
Resultado de exames = Test results
Financeiro = Billing
Boletos = Invoices
Extrato de despesas = Expense statement
Coparticipação = Co-payment
Agendar exames = Book exams
Agendar consulta = Book appointment
Tabela de valores = Fee schedule
Resultado de exames = Test results
Financeiro = Billing
Boletos = Invoices
Extrato de despesas = Expense statement
Coparticipação = Co-payment
MEU CARTÃO UNIMED
MEU CARTÃO UNIMED
MEU CARTÃO UNIMED
