Medesk

Project & role

Medesk is a SaaS platform for managing private clinics. During my time there, it served more than 1,000 clinics across 35+ countries.

From September 2016 to June 2019, I worked on product design across scheduling, appointments, medical records, reporting and integrations. The patient service developed as a connected part of the product. I worked directly with the founders, medical experts and engineers.

The challenge

The outdated interface had been built by engineers without designers. We needed to establish a consistent visual style and design system, speed up the release of new modules for clinics and update existing ones.

In parallel, the marketing website needed a redesign to attract clinics through advertising campaigns.

Research & process

I gathered user problems through Support and weighed them against business needs. We prioritised recurring requests from clinics whose spending was typical of our customer base, keeping solutions useful to a broad range of clients.

Requests included clearer access controls, transparent management of SMS and email campaign packages, and connections to new services.

I conducted in-depth interviews with clinic staff and tested workflows using interactive prototypes. Participants included administrators, doctors, managers and marketers, chosen according to the task and role.

The solution

Shared components and working agreements

I designed the components and visual patterns for the design system, while frontend engineers implemented them in Storybook. We agreed to use implemented components in designs: when a new one was needed, we first agreed on and requested its implementation before handing over the product task.

The design system became the foundation for new modules and the gradual migration of existing ones.

Clinic staff workflows

For rescheduling appointments, I designed a split panel: patient and booking details on the left, an interactive calendar on the right. Administrators could find another time during a conversation with a patient and move the existing booking without cancelling it or switching between windows.

I designed a role and permissions matrix for managing access. It allowed clinics to separate access for marketers, administrators and doctors, taking medical confidentiality and management’s requirements for protecting the patient database into account.

External services and online booking

I designed integration workflows for laboratories, telephony, SMS campaigns, payments, online cash registers and fiscal receipts, including tax settings that accounted for the clinic’s country of operation. My work covered 10 third-party modules, including Mango telephony, and five major medical laboratories, including Invitro and Helix.

For the patient service, I designed online appointment booking: patients could choose a specific doctor, a convenient time, or a specialty followed by a clinician. The service had an addressable audience of around 10,000 patients.

Outcomes

• Over nearly three years with the product team, NPS among clinic staff rose from 37 to 54, reflecting the platform’s overall development over that period.
• The design system helped frontend engineers build standard screens and clinic-specific workflows faster. Feature delivery time decreased by 20%, based on a comparison of timelines in Scrum sprints before and after its introduction.
• Differences between designs and implementation became minimal, making the development outcome predictable.

Behind the scenes

I also redesigned the marketing website. Landing pages focused on clinics’ needs, specific features and workflows, leading visitors to request a platform demo. We assessed performance through the conversion funnel, demo request volume and conversion to a request.

I coordinated freelancers and illustrators on the website and visual materials, including conference materials, print collateral and handouts.