This project focuses on a high-stakes healthcare experience: booking home nursing care in a clear, fast, and reassuring way. The goal was to create a digital journey that feels supportive, transparent, and easy to use at a moment when users may already be under pressure. 

Quick facts
Role
UX Designer

Project Type
Concept mobile app/healthcare UX

Scope
Research, wireframing, UI design, and prototype thinking

Research

I moderated in-depth interviews with users (patients and relatives of patients) to gain an understanding of their needs.

To ground the project, I focused on two main user groups: family caregivers arranging support for others (Persona Mariam), and patients managing care for themselves at home (Persona Sebastian). Although their situations differ, both need an experience that feels efficient, transparent, and reassuring.

I mapped the journey from the moment a care need appears to the point where the booking is confirmed. This helped me identify the most stressful stages of the experience and clarify where the design needed to reduce friction.

The main journey is simple: a user realizes they need care, searches for nurses, compares profiles, books a visit, and receives confirmation. The design challenge was to make each of these steps feel fast, transparent, and low-stress.

I began with low-fidelity paper wireframes to explore the structure of the app before focusing on visual design. At this stage, I prioritized layout, hierarchy, and user flow rather than colour or polish.

The early wireframes helped me test how much information users needed on each screen, what should be visible first, and how to keep the booking process simple without removing important details.

These early sketches show the five key screens that shaped the first version of the experience: Home, Search Results, Filters, Nurse Profile, Booking Calendar, and Payment. 

Designing for trust
Because trust was the most important user concern, I made verification, qualifications, ratings, and experience visible early in the experience rather than hiding them inside deeper screens. The nurse profile became the most important trust-building screen in the app. By surfacing key information upfront, the design helps users feel more confident before they commit to a booking.

Simplifying comparison
Users needed to compare providers quickly, so the search results were designed to highlight the most important decision-making information at a glance: specialization, rating, experience, price, and next available slot. This reduced the need for unnecessary back-and-forth between screens, and made the comparison process faster and clearer.

Reducing booking stress
Instead of placing all booking details on one long form, I broke the process into smaller, guided steps. This made the flow feel lighter and easier to complete, especially for users already under pressure. Each screen focuses on one main action, which helps reduce cognitive overload and keeps the experience calm and manageable.

The final design of lo-fi prototypes presents a guided mobile experience for finding and booking trusted home nurses. It supports users through three critical moments: discovering suitable providers, making a confident choice, and completing the booking with reassurance.

The interface uses a clean layout, strong information hierarchy, and calm visual language to make healthcare booking feel more supportive and less intimidating.

As part of the design process, I did a usability study with 5 participants of different gender, age, ethnicity, and accessibility levels, and the latter identified areas where the experience could be improved through iteration. The strongest opportunities came from visibility, clarity, and reassurance.

Small interface changes had a big effect on clarity. These iterations focused on making trust signals easier to see and reducing uncertainty at key moments in the booking flow.

This project showed me that strong healthcare UX is not only about efficiency, but also about emotional clarity. Clear structure, visible trust signals, and guided interaction can make a stressful experience feel more supportive and manageable.