Designing a mobile check-in experience that reduced waiting time and administrative friction during one of the most stressful moments of a patient’s journey.
Role: Senior Product Designer
Industry: Healthcare
Duration: 6 months
Outcome: Reduced emergency admission time while improving the patient experience.
Context
Arriving at a hospital is rarely a calm experience.
Patients often need immediate care, yet the first minutes are usually spent filling forms, confirming insurance information and waiting for administrative approval before receiving treatment.
The challenge wasn’t simply creating a mobile application. It was reducing friction during one of the most stressful moments of the patient journey.
My Role
As Senior Product Designer, I collaborated with a multidisciplinary team throughout the entire product lifecycle.
My responsibilities included user research, workshop facilitation, product definition, interaction design, rapid prototyping, usability validation and implementation support.
The Challenge
Hospital admission involved multiple stakeholders, regulatory requirements and insurance validation processes.
The objective wasn’t to digitize paperwork, but to redesign the check-in experience so patients could receive care more quickly while reducing administrative effort for hospital staff.
Our Approach
We started by understanding patients before designing screens.
User research helped us identify pain points throughout the admission journey, transforming observations into prioritized user stories.
Working closely with business and product teams, we facilitated workshops to define the MVP, balancing patient needs, business constraints and technical feasibility.
The solution evolved through rapid prototyping, validation and continuous collaboration with engineering until the first production release.
Outcomes
The mobile check-in experience reduced emergency admission time from a lengthy administrative process to just a few minutes.
Beyond improving efficiency, the redesign allowed patients to spend less time completing paperwork and more time receiving the care they needed.
The solution was deployed in private hospitals across Latin America as part of the company’s healthcare platform.
Priscila Alcântara 