In today’s hyper-competitive digital landscape, great functionality isn’t enough—users expect delightful, frictionless experiences. Our app, despite offering valuable health services, was struggling with engagement drop-offs, poor navigation, and outdated visuals.
That’s when we decided it was time for a comprehensive UX/UI revamp—not just a cosmetic redesign, but a human-centered, research-driven transformation that delivered measurable business results.
Challenges
Old Home Screen: Cluttered with no clear CTA prioritisation
Our research revealed recurring issues:​
1. Visual clutter and cognitive overload
2. Unclear navigation and IA (information architecture)
3. Inconsistent UI elements (colors, icons, typography)
4. Low trust in critical flows like doctor consultation
5. High bounce rates after onboarding
Our Goals for the Revamp
Guided by Human-Centered Design (HCD) and Lean UX principles, we set our objectives:​
Information Architecture & Documentation
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Establish a well-defined IA and site maps to improve discoverability
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Document product use cases for clarity and scalability
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Create user journey maps to align design with real behaviors
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Usability & User Experience
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Streamline complex user flows with intuitive steps
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Organize content placement for better readability and task completion
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Centralize services under a unified login for seamless access
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UI & Visual Design
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Modernize the design language for a fresh and consistent look
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Apply purposeful use of colors and improve font legibility
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Standardize buttons, tabs, tables, and components within a design system
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Harmonize iconography and illustration style to strengthen brand identity
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Business & UX Impact
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Simplify navigation to reduce cognitive load
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Improve onboarding, self-test, and consultation experiences
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Enhance UX metrics: task success rate, lower errors, higher satisfaction
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Drive business KPIs: increase bookings, boost retention, and improve conversions
Research & Design Process
We mapped the end-to-end journey to uncover pain points and emotional highs/lows.
We conducted:
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User Interviews & Surveys (to capture mental models)
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Usability Testing on Old UI (measured SUS scores)
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Card Sorting & Tree Testing (to refine navigation)
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Analytics Deep-Dive with Mixpanel & GA4
This validated approach ensured every design decision was data-informed and user-centric.
The Business Impact
The results spoke for themselves. After the revamp, users began completing the onboarding journey with ease—jumping from 63% to 84% completion. Once inside, they didn’t just dip in and out anymore; the average session time doubled, from 1.7 minutes to 3.4 minutes, showing that people were exploring and engaging with the app far more deeply.
Perhaps the biggest win came in appointment conversions, which skyrocketed by 178%. Trustworthy doctor profiles, clear CTAs, and streamlined booking flows turned hesitant browsers into confident bookers.
User sentiment shifted dramatically too—our Customer Satisfaction Score (CSAT) rose from 3.2 to 4.6 out of 5, a clear signal that the new design resonated with real needs.
And to top it off, the bounce rate dropped from 58% to just 21%, meaning fewer people abandoned the app before completing an action.
In short
Users stayed longer, did more, and felt better about the experience.
Key UX Learnings
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Design Debt Impacts Trust – outdated UI reduces credibility.
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Progressive Disclosure Works – breaking down complex tasks boosts completion.
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Microcopy & Feedback Loops Matter – small wording changes reduced confusion.
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Accessibility is Growth – WCAG-compliant colors improved usability for all.
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Data + Design = Impact – aligning analytics with design decisions drove results.
Conclusion
This app revamp wasn’t just about better visuals—it was a strategic UX transformation. By combining research, design systems, and business alignment, we created an app that users love and that drives measurable growth.
