//OVERVIEW
Afya.ai is a healthcare platform built to make booking doctor appointments simple, fast, and reliable. The goal was to replace a slow, offline system with a digital experience that works for both patients and hospital staff.
The platform supports multiple user roles, giving hospital staff the tools to manage schedules and queues, while patients can browse doctors, view fees, and book appointments with ease.
//PROBLEM
Scheduling appointments was frustrating for everyone involved. Patients spent hours waiting or calling, while hospital staff struggled to manage queues and track doctor availability.
Long lines and endless phone calls for patients
No centralized way to manage appointments for hospitals
Missed bookings, double scheduling, and frustrated users
//SOLUTION
The platform was built around real hospital workflows and patient behaviors. I spent time observing appointments, spoke with patients and staff, and used those insights to design an MVP that addressed the most critical pain points.
Flexible booking with both time-slot and queue-number options
Patient-first browsing that shows doctors, hospitals, and fees before sign-up
Hospital dashboard to manage queues, schedules, and last-minute changes
Information architecture allowing first-time patients to search without logging in
//USER TESTING & ITERATION
User testing directly shaped key product decisions. Observing patients and staff using early prototypes revealed unexpected needs and pain points, leading to practical pivots that improved usability and flexibility.
Hospitals preferred queue numbers over fixed time slots in many cases, In response, I designed a flexible system that supports both options
//SHAPING THE SOLUTION
The work began with field research inside hospitals, observing how appointments were scheduled and talking with both patients and staff to understand where processes broke down. Insights from these observations informed the design of key workflows, personas, and features that fit naturally into users’ real behaviors.
Early testing with patients and hospital staff helped refine the system, including flexible booking options and dashboards, ensuring the platform worked in practice, not just in theory.
