Case Study Optimizing Medical Appointments in Public Healthcare

In Spain’s public healthcare system, patients often face a familiar struggle: obtaining a medical appointment can take weeks — and if a specialist is needed, the wait can stretch into months. For someone experiencing pain or uncertainty about their health, these delays can feel overwhelming.

This project set out to design a digital solution that would reduce waiting times and provide clarity throughout the medical care process. The goal was to offer patients a more human, efficient, and understandable experience.

Then, through user interviews, we uncovered even stronger confirmation that excessive waiting times are the most frustrating part of the experience for users. Many patients expressed that they can tolerate not having full information immediately, but waiting weeks or months to simply move to the next step in their care feels unacceptable.

We mapped the patient journey and quickly identified a painful cycle: request an appointment → wait → see a doctor → get referred → wait again → repeat.

The lack of information and progress visibility significantly increases anxiety and dissatisfaction.

During a creative session, we used the Worst Possible Idea technique to break assumptions. Surprisingly, some humorous concepts sparked great thinking once refined.

Two innovative ideas emerged from that exercise:

1. A symptom-based questionnaire that identifies the right medical specialist from the start.
2. A system that notifies patients when a new, earlier appointment becomes available.

Both ideas directly address the causes of excessive delays and are APP-based solutions.

We focused on a simple, guided flow. The user opens the app, answers a short questionnaire, and — based on their symptoms — gets routed directly to the correct specialist.

The UI prototype emphasized clarity, reducing stress and confusion through calm navigation and plain language.

We conducted three usability test sessions with users who recently had medical appointments. The feedback was overwhelmingly positive. They found the flow intuitive and felt that it truly solved a real problem.

Some valuable feedback guided improvements:

• Add appointment confirmations via SMS or email
• Clarify step transitions visually
• Include basic medical data (allergies, conditions)

After iterating, all testers said they would use this app if it were part of the public healthcare ecosystem.

The result is a solution that:

• Reduces wasted waiting time
• Gives the patient control and reassurance
• Improves efficiency in the healthcare system
• Prevents unnecessary visits and stress

By improving communication and visibility — not the medical process itself — we give users something incredibly valuable: peace of mind.

This project demonstrated how user-centered design can create positive impact even within complex systems. Next steps would include:

• Creating a polished visual UI design
• Integrating access to medical results and treatment details
• Working with healthcare institutions for real-world implementation

Ultimately, this experience reinforced a simple belief: