Context

Medicover is a leading private healthcare provider operating across Central and Eastern Europe. The project focused on redesigning the patient-facing mobile application to improve appointment scheduling, test results access, and communication with medical teams.

The existing app had grown through several iterations without a unified design system, resulting in inconsistencies that reduced trust and usability — particularly for older patient cohorts who represent a significant portion of the user base.

Problem

Users struggled to complete the most critical task — booking an appointment — in under three minutes. Navigation was non-linear, and the information architecture did not match how patients actually think about their healthcare needs (by symptom, not by medical specialty).

Secondary research confirmed that 62% of appointment cancellations were preceded by a failed or abandoned booking attempt in the app, indicating a direct revenue impact from the UX gap.

Research

Diary studies with 18 participants over two weeks revealed workarounds users had developed: calling reception instead of booking digitally, keeping paper records of test results, and relying on family members to navigate the app on their behalf.

These workarounds pointed clearly toward where the interface was failing — not in edge cases, but in the core flow.

Solution

A symptom-first booking flow guided by natural language input. Simplified information architecture reducing main navigation from nine to four categories. A persistent test results module with status indicators and plain-language explanations. Full WCAG 2.1 AA compliance with additional provisions for low-vision users.