Designing the Future
of Healthcare.
Doktor24
Senior User Experience Designer
My role
My role
My role
I partnered with the founder of Aleris X (later Doktor24 and Platform24) to lead the initial design and concept work. Our mission was to transform patient triage and make healthcare more accessible by enabling patients to seamlessly transition from symptoms to the right level of care - whether through a digital consultation or an in-person appointment at an Aleris health center.
The work resulted in a scalable digital triage model that reduced friction for patients, improved access to care, and laid the foundation for a platform now used by healthcare providers to deliver faster, more efficient, and patient-friendly services.
DESIGN STRATEGY
DISCOVERY
PROTOTYPING
CONCEPT
HANDS-ON
APP
STARTUP
EXPERIENCE VISION
PRODUCT DELIVERY
Opportunities
Opportunities
Opportunities
Improving Patient Triage
How might we design a triage experience that guides patients seamlessly from symptoms to the right level of care?
Improving Patient Triage
How might we design a triage experience that guides patients seamlessly from symptoms to the right level of care?
Improving Patient Triage
How might we design a triage experience that guides patients seamlessly from symptoms to the right level of care?
Increasing Preventive Care
How might we surface preventive advice at the right time in the patient journey?
Increasing Preventive Care
How might we surface preventive advice at the right time in the patient journey?
Increasing Preventive Care
How might we surface preventive advice at the right time in the patient journey?
24/7 Accessibility
How might we make patients feel supported and cared for at any time of day or night?
24/7 Accessibility
How might we make patients feel supported and cared for at any time of day or night?
24/7 Accessibility
How might we make patients feel supported and cared for at any time of day or night?
Reducing Waiting Times
How might we minimize time from symptoms to treatment through digital-first triage?
Reducing Waiting Times
How might we minimize time from symptoms to treatment through digital-first triage?
Reducing Waiting Times
How might we minimize time from symptoms to treatment through digital-first triage?
Smooth Scheduling
How might we optimize scheduling so patients can see the right doctor quickly and efficiently?
Smooth Scheduling
How might we optimize scheduling so patients can see the right doctor quickly and efficiently?
Smooth Scheduling
How might we optimize scheduling so patients can see the right doctor quickly and efficiently?
Seamless Digital & Physical Care
How might we create a smooth transition between digital consultations and Aleris health center visits?
Seamless Digital & Physical Care
How might we create a smooth transition between digital consultations and Aleris health center visits?
Seamless Digital & Physical Care
How might we create a smooth transition between digital consultations and Aleris health center visits?
Streamline the
workflow of doctors.
Approach
Approach
Approach
Discovery
Map the end-to-end patient journey (symptom to triage to consultation to follow-up). Conduct patient and clinician interviews to uncover pain points with current triage and consultation flows.
Discovery
Map the end-to-end patient journey (symptom to triage to consultation to follow-up). Conduct patient and clinician interviews to uncover pain points with current triage and consultation flows.
Discovery
Map the end-to-end patient journey (symptom to triage to consultation to follow-up). Conduct patient and clinician interviews to uncover pain points with current triage and consultation flows.
Triage Design
Design a scalable triage flow that adapts to both urgent and non-urgent needs. Prototype flows that direct patients to the right level of care: digital self-care, online doctor, or in-person visit.
Triage Design
Design a scalable triage flow that adapts to both urgent and non-urgent needs. Prototype flows that direct patients to the right level of care: digital self-care, online doctor, or in-person visit.
Triage Design
Design a scalable triage flow that adapts to both urgent and non-urgent needs. Prototype flows that direct patients to the right level of care: digital self-care, online doctor, or in-person visit.
Seamless Integration of Digital & Physical Care
Design a unified experience where patient data travels with them between digital and physical visits. Build flows where an online consultation can easily escalate into a physical appointment at an Aleris health center.
Seamless Integration of Digital & Physical Care
Design a unified experience where patient data travels with them between digital and physical visits. Build flows where an online consultation can easily escalate into a physical appointment at an Aleris health center.
Seamless Integration of Digital & Physical Care
Design a unified experience where patient data travels with them between digital and physical visits. Build flows where an online consultation can easily escalate into a physical appointment at an Aleris health center.
24/7 Digital Care & Preventive Health
Design always-available digital entry points (app, web, chat) with clear escalation paths. Explore ways to surface preventive care nudges (reminders, lifestyle guidance, follow-up prompts).
24/7 Digital Care & Preventive Health
Design always-available digital entry points (app, web, chat) with clear escalation paths. Explore ways to surface preventive care nudges (reminders, lifestyle guidance, follow-up prompts).
24/7 Digital Care & Preventive Health
Design always-available digital entry points (app, web, chat) with clear escalation paths. Explore ways to surface preventive care nudges (reminders, lifestyle guidance, follow-up prompts).
Iteration & Validation
Run continuous user testing with patients to refine triage clarity, consultation experience, and preventive touchpoints. Test with clinicians to ensure workflows are efficient and safe.
Iteration & Validation
Run continuous user testing with patients to refine triage clarity, consultation experience, and preventive touchpoints. Test with clinicians to ensure workflows are efficient and safe.
Iteration & Validation
Run continuous user testing with patients to refine triage clarity, consultation experience, and preventive touchpoints. Test with clinicians to ensure workflows are efficient and safe.
User Research
Test triage experiences with patients to validate clarity, trust, and ease of use.
User Research
Test triage experiences with patients to validate clarity, trust, and ease of use.
User Research
Test triage experiences with patients to validate clarity, trust, and ease of use.
Prototyping the patient and doctor experience.
Impact and outcomes
Impact and outcomes
Impact and outcomes
Faster Access to the Right Care
Patients could reach the right level of care (self-care, online doctor, or clinic visit) within minutes. Reduced waiting times and higher satisfaction with the overall healthcare journey.
Faster Access to the Right Care
Patients could reach the right level of care (self-care, online doctor, or clinic visit) within minutes. Reduced waiting times and higher satisfaction with the overall healthcare journey.
Faster Access to the Right Care
Patients could reach the right level of care (self-care, online doctor, or clinic visit) within minutes. Reduced waiting times and higher satisfaction with the overall healthcare journey.
Seamless Digital & Physical Experience
Online consultations integrated smoothly with Aleris health centers. Patient data and triage results carried over, so patients didn’t need to repeat themselves.
Seamless Digital & Physical Experience
Online consultations integrated smoothly with Aleris health centers. Patient data and triage results carried over, so patients didn’t need to repeat themselves.
Seamless Digital & Physical Experience
Online consultations integrated smoothly with Aleris health centers. Patient data and triage results carried over, so patients didn’t need to repeat themselves.
24/7 Availability & Accessibility
Patients gained access to digital triage and consultations anytime, anywhere. Escalation paths ensured critical cases were prioritized and directed to physical care quickly.
24/7 Availability & Accessibility
Patients gained access to digital triage and consultations anytime, anywhere. Escalation paths ensured critical cases were prioritized and directed to physical care quickly.
24/7 Availability & Accessibility
Patients gained access to digital triage and consultations anytime, anywhere. Escalation paths ensured critical cases were prioritized and directed to physical care quickly.
Scalable Healthcare Platform
Created the initial digital-first triage model that worked across multiple providers and regions. The design became the foundation for Platform24, now scaling beyond Doktor24.
Scalable Healthcare Platform
Created the initial digital-first triage model that worked across multiple providers and regions. The design became the foundation for Platform24, now scaling beyond Doktor24.
Scalable Healthcare Platform
Created the initial digital-first triage model that worked across multiple providers and regions. The design became the foundation for Platform24, now scaling beyond Doktor24.
Prototyping the
onboarding experience.
Glimpse of outputs
Glimpse of outputs
Glimpse of outputs
