Context

Uniwersyteckie Centrum Kliniczne is one of the largest academic medical centers in Poland. The challenge was to redesign both the patient experience (PX) and employee experience (EX) across digital and physical touchpoints, creating a cohesive system that reduces friction for patients navigating complex healthcare processes while empowering clinical staff with better tools.

The project involved deep research across multiple hospital departments, engaging with over 80 patients and 40 staff members through interviews, shadowing sessions, and usability tests.

Problem

Patients arriving at the clinic face a fragmented experience — from confusing wayfinding and unclear appointment scheduling to disconnected post-visit communication. At the same time, staff are burdened with outdated internal tools that create unnecessary administrative overhead, taking time away from patient care.

The core design challenge was to find the intersection between what patients need and what staff can realistically support, and build a system that serves both without compromise.

Research

Fieldwork revealed three recurring pain points: inability to track appointment status in real time, lack of clear communication about preparation requirements before procedures, and a post-visit follow-up gap that left patients uncertain about next steps.

On the staff side, the primary bottleneck was manual data entry across multiple disconnected systems, causing errors and delays that rippled through the patient journey.

Solution

A unified digital platform connecting patient-facing scheduling, real-time status updates, and automated follow-up communication — integrated directly with the clinical management system. The design system was built on clarity and accessibility, meeting WCAG 2.1 AA standards throughout.