A calmer way to reach care
Serefin Health Concierge - finding medical care made easy
Role
Product Designer
Timeline
4 months
Team
1 designer, 2 engineers, 1 PM
Year
2023
The challenge
Serefin's Health Concierge gives members the ability to book appointments with nurses whenever they need medical attention. There are various healthcare providers providing 24X7 access to patients to talkto a nurse or a care provider. Although, none of these cover you while you travel the world.
Members often reached out in moments of stress or uncertainty, yet the existing flows were cluttered and clinical. It wasn't clear how to start a chat, call a nurse, or find upcoming appointments, especially when they were out of the country.
Process
Understanding the emotion
I mapped the emotional context of each entry point - routine check-ins versus urgent concerns to prioritize clarity and reassurance over density.
A focused dashboard
The redesigned home surfaces the next action clearly: upcoming trip and appointment details, start a chat, or call a nurse, each as a distinct, legible card.
Accessible by default
Type scales, contrast, and touch targets were tuned for accessibility and mobile-first use, validated against WCAG AA.
Impact
150+
New members signed up
38%
Increased user satisfaction
The concierge experience made reaching care feel calmer and more direct, particularly for the members who needed the most support.
Next project
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