Revamping scheduling and billing
Industry
My role
Key contributions
Team
Year
Introduction
Project overview
Therapy.Net* is an end-to-end clinic management application, designed for a network of clinics in Poland. The app enables doctors to efficiently manage their daily schedules, patient information, quick messaging and finances. Initially developed as a mobile-only solution, the app plays a key role in managing day-to-day clinical operations.
My role
I helped improve the daily routine for hundreds of doctors by leading a comprehensive design overhaul. My key contributions included research, designing the wireflows, updating the design system, and creating mockups and live prototypes.
I collaborated closely with the client’s in-house UX/UI Designer and management to ensure new application will improve doctors’ day to day operations.
* Due to a Non-Disclosure Agreement (NDA), certain details of this case study, including the app/project name and corporate identity elements, have been changed to maintain confidentiality. The information presented reflects the nature and impact of the project.
The problem
The app could take up to 60 seconds to load a single screen 🤯
The existing mobile application was outdated, painfully slow (with screens taking up to a minute to load), and had a cluttered user interface, which caused frustration among doctors. Essential tasks like managing daily schedules, handling patient information, and tracking invoices were hindered by poor performance and usability.
Additionally, the app existed only on mobile, limiting its flexibility and scalability. A core challenge was transitioning to a responsive web-based application with a mobile-first approach, improving performance and accessibility.
Breakdown
Emerging goals
Daily schedule in the new web-based application
Research
Exploration
I was tasked with redesigning the app from scratch for a new web-based application that could be used not only on phones but also on tablets and desktop computers. Before diving into the redesign, I conducted extensive research to understand the doctors' pain points and the workflow within the clinic network.
One of the biggest challenges during this phase was grasping how the different screens connected, particularly the confusing invoice management system. The app previously lacked any information architecture, so I had to establish one from the ground up.
Workshops
My first step was to host workshops with the client’s Development Director and their in-house UX/UI Designer. Together, we gathered initial insights from the doctors, using pain points that the in-house designer had collected during user interviews. These workshops helped clarify what doctors wanted and the key challenges we faced going forward.
App analysis and testing
Next, I thoroughly tested the existing mobile app, and it became clear that using it was a frustrating experience. Due to API limitations and an outdated backend, loading times were extremely slow.
For example, the monthly schedule screen took up to 60 seconds to load, as the app unnecessarily fetched patient data, payment statuses, and visit details, even though only a basic overview was displayed in the UI. Similarly, on the patient card screen, loading all future and historical visits, transactions, and patient details caused delays of up to 10-15 seconds just to send a quick message.
Mapping the Wireflows
With assistance from the back-end developers and the client’s UX/UI designer, I mapped out a comprehensive wireflow of the current user flows, revealing unnecessary screens and logical flaws. I used this as a foundation to create new, simplified user flows for the redesign. This process helped streamline the app’s structure and optimize the screen logic.
A glimpse into wireflows
Competitive analysis
To ensure we adopted best practices, I conducted a competitive analysis of similar platforms, gathering insights into the most effective UX patterns in healthcare management apps. These findings helped inform the design decisions for the new platform.
Backend collaboration
I also collaborated with the Project Manager and back-end developers to address API integration and backend issues, which were having a significant negative impact on user experience. By optimizing back-end code and separating API requests for transactions, appointments, and patient data, we managed to reduce load times from 10-15 seconds down to just 0.1-1 second on average.
Key Findings & Insights
Design process
Establishing the foundation
Based on the new wireflows, I created a component library that served as the foundation for the app's redesign. This allowed a rapid delivery of high-fidelity mockups and ensured consistency across the app’s UI.
Starting with key areas such as the homepage and adjacent screens, including the monthly view calendar, news feed, absence reports, and doctor profiles, the library acted as reusable building blocks that sped up the design process.
Dashboard and monthly view (v.1) before and after redesign
Iterating designs & gathering feedback
Once the first set of mockups was delivered, we gathered feedback directly from the doctors. One key UX challenge involved the monthly view calendar. I initially replaced the progress bars with simpler status indicator dots, assuming they were unnecessary for a fully booked schedule.
However, doctors relied on the progress bars to anticipate future schedules and better plan holidays. Based on their feedback, I reintroduced the progress bars, blending modern UI design while maintaining the familiar functionality they relied on.
Improving monthly view UX after user feedback
Streamlining patient info screen
Next, I focused on the patient info screen, which had been cluttered and slow to load in the previous app. I significantly decluttered the interface, eliminating three unnecessary tabs (phone, Skype, and quick messages) and moving patient visits to a dedicated screen. These changes improved usability and performance, providing a cleaner, more intuitive way for doctors to access patient information.
Some patient information screens before and after redesign
Tackling the finances module
One of the most complex parts of the redesign was the finances module, which included features like monthly service summaries, settlements, and invoicing. This part of the app previously had some logical flaws.
For example, on the invoice preview screen, doctors could accidentally resend invoices that had already been settled, restarting the entire process. I reworked the hierarchy of actions, ensuring that the "Send Invoice" option only appeared when relevant. This redesign reduced errors and streamlined the invoicing process, making it more intuitive and reliable.
New invoicing and paid services screens
Delivering final screens
After addressing the major design challenges, I delivered the remaining app screens. Most of these screens required only minor revisions, and the mockups were well-received by the client in the first iteration. The feedback-driven approach ensured that the app's design aligned with the doctors’ daily workflow.
Improving empty states and micro interactions
Responsive Web Design (RWD) implementation
The final stage of the design process involved adapting the mobile-first design to larger viewports for tablets and desktops. I kept the layout logic consistent while adjusting elements for larger screens, ensuring the app maintained its usability across all device types.
Invoice details form in the new web-based application
Results
Project outcome
The new web-based version of the app was a major improvement. By addressing performance issues and revamping the interface, the app delivered a smoother and faster experience for doctors, which positively impacted clinic workflows. Key outcomes include:
Reflection
Takeaways
Final thoughts:
This project was a valuable learning experience in balancing user needs with technical constraints. By focusing on real-time feedback, collaboration, and responsive design, I helped create an app that not only become more performant but also significantly improved how doctors manage their daily tasks.
