01 / 06 — Overview
VSaúde
From complexity to guidance: redesigning healthcare management workflows
Client
VSaúde Healthtech
Year
2022
Duration
4 months
Type
Product Design
Role
UX Research & UX/UI Design
Scope
UX Research · UX Design · Usability · Information Architecture
Team
Design · Research
Duration
4 months
02 / 06 — Context
VSaúde is a health technology company that develops digital products for medical professionals. VSaúde Gestão is a healthcare management system created to support professionals across different administrative and operational activities. However, users reported that the platform was complex, difficult to navigate and required significant effort to understand its features and business rules. I joined the project to investigate the causes of these difficulties and help redesign the experience, making the system easier to learn and use without requiring a complete structural rebuild.
03 / 06 — Challenge
The main challenge was reducing the complexity of a platform shaped by extensive business rules without removing the functionality required by healthcare professionals. New users needed support to configure the system and understand its logic, while recurring users needed faster and more intuitive paths to complete their work. The redesign therefore had to improve usability and reduce user effort while building on the existing product structure and interface.
04 / 06 — Research
I worked across the research process, helping define the main questions, identify critical areas of the platform and investigate how users interacted with its features. Through interviews and surveys, we collected qualitative and quantitative information about users' behaviors, expectations and recurring difficulties. We used these findings to validate user profiles, map journeys and identify friction from initial onboarding through task completion. The research showed that the problem was not limited to the visual interface — users struggled to understand how the system worked, how different configurations affected their activities and which steps were required to complete important tasks. These insights helped us prioritize the parts of the experience that required clearer guidance, more predictable flows and stronger system communication.
05 / 06 — Solution
I helped translate research findings into four main areas: onboarding and initial guidance (redesigning the journey to introduce the system progressively); information architecture (mapping and reorganizing the platform to create clearer relationships between sections and tasks); system flows and business rules (reviewing critical pathways to identify interruptions and moments where the product's rules were not sufficiently communicated); and interface and prototyping (building upon the existing visual interface to improve hierarchy and guidance without an unnecessary complete redesign). Research and design were treated as a continuous process throughout.
06 / 06 — Results
The redesigned experience created a clearer entry point for new users and more intuitive pathways for completing tasks across the platform. The new onboarding reduced confusion during the initial configuration process, while the revised information architecture and system flows made the product's behavior easier to understand. Project indicators showed improvements in task completion time and reductions in abandonment. The Net Promoter Score and Customer Effort Score also improved after the changes. Beyond the interface, the project helped VSaúde better understand how its business rules affected the user experience and established a stronger foundation for the continued evolution of the product.
01 / 06 — Overview
VSaúde
From complexity to guidance: redesigning healthcare management workflows
Client
VSaúde Healthtech
Year
2022
Duration
4 months
Type
Product Design
Role
UX Research & UX/UI Design
Scope
UX Research · UX Design · Usability · Information Architecture
Team
Design · Research
Duration
4 months
02 / 06 — Context
VSaúde is a health technology company that develops digital products for medical professionals. VSaúde Gestão is a healthcare management system created to support professionals across different administrative and operational activities. However, users reported that the platform was complex, difficult to navigate and required significant effort to understand its features and business rules. I joined the project to investigate the causes of these difficulties and help redesign the experience, making the system easier to learn and use without requiring a complete structural rebuild.
03 / 06 — Challenge
The main challenge was reducing the complexity of a platform shaped by extensive business rules without removing the functionality required by healthcare professionals. New users needed support to configure the system and understand its logic, while recurring users needed faster and more intuitive paths to complete their work. The redesign therefore had to improve usability and reduce user effort while building on the existing product structure and interface.
04 / 06 — Research
I worked across the research process, helping define the main questions, identify critical areas of the platform and investigate how users interacted with its features. Through interviews and surveys, we collected qualitative and quantitative information about users' behaviors, expectations and recurring difficulties. We used these findings to validate user profiles, map journeys and identify friction from initial onboarding through task completion. The research showed that the problem was not limited to the visual interface — users struggled to understand how the system worked, how different configurations affected their activities and which steps were required to complete important tasks. These insights helped us prioritize the parts of the experience that required clearer guidance, more predictable flows and stronger system communication.
05 / 06 — Solution
I helped translate research findings into four main areas: onboarding and initial guidance (redesigning the journey to introduce the system progressively); information architecture (mapping and reorganizing the platform to create clearer relationships between sections and tasks); system flows and business rules (reviewing critical pathways to identify interruptions and moments where the product's rules were not sufficiently communicated); and interface and prototyping (building upon the existing visual interface to improve hierarchy and guidance without an unnecessary complete redesign). Research and design were treated as a continuous process throughout.
06 / 06 — Results
The redesigned experience created a clearer entry point for new users and more intuitive pathways for completing tasks across the platform. The new onboarding reduced confusion during the initial configuration process, while the revised information architecture and system flows made the product's behavior easier to understand. Project indicators showed improvements in task completion time and reductions in abandonment. The Net Promoter Score and Customer Effort Score also improved after the changes. Beyond the interface, the project helped VSaúde better understand how its business rules affected the user experience and established a stronger foundation for the continued evolution of the product.