Year
2020
Customer
ABC Medical Center
Category
Web
Project Duration
12 months
The ABC Medical Center, a leader in clinical care in Mexico, had a fragmented and outdated digital presence that did not reflect its level of medical excellence.
Patients faced navigation issues, frustrations in scheduling appointments, and limited access to their medical results. The platform had a SUS of only 45/100 and generated a high operational burden in telephone support.
The challenge was to design a modern, unified, patient-centered digital experience that aligned the digital environment with the quality of its clinical service.
As a UX UI Designer at Denumeris, I led the comprehensive redesign: from strategic research and initial workshops to usability testing, visual design, documentation, and post-launch monitoring.
I designed key flows (scheduling, medical search, consultation of results), developed a complete Design System, validated hypotheses with interactive prototypes, and closely collaborated with development and hospital stakeholders to ensure fidelity in implementation and continuous evolution of the product.
The result was a modern, accessible web platform designed mobile-first, with clear interfaces and optimized flows. Access to medical results was centralized and the scheduling process was significantly improved, now more intuitive and guided.
The homepage highlighted key actions and the medical search engine was enhanced with detailed profiles and clear calls to action. Dashboards and functionalities were established to empower both the patient and the medical staff, with a coherent, useful, and reliable experience.
The redesign resulted in an improvement of +33 points in the SUS (78/100), a 50% reduction in scheduling time, and 25% fewer calls to the Call Center. Online appointments increased by 250% and the consultation of digital results grew by 175%.
Additionally, improvements such as the +22% in clicks on key features (e.g. "Check your results") confirmed that the new design is more effective and accessible. The project laid the groundwork for a more human, efficient digital health ecosystem aligned with the real needs of patients.
