Making it easier to find the right
care

Klinikk for Alle · Product / UX Design · 2024 · 7 weeks

Redesigning the digital journey around what patients actually know — their symptoms, needs and location — rather than expecting them to understand which professional, service or clinic they should choose.

01

The challenge

Finding care shouldn’t require
understanding the healthcare system

  1. What people knowSymptoms · Needs · Location
  2. Find the right care
  3. What people don’t necessarily knowProfessional · Service · Clinic

02

My role

Product / UX Designer

Responsibilities

I worked across the redesign from discovery and research through concept development, interaction design, prototyping and user testing.

Working with
Another designer · Klinik for Alle stakeholders · Therapists · Patients / potential customers
Focus
Booking · Symptoms · Therapist discovery · Clinics · Onboarding · Mobile

03

Research

Understanding where confidence breaks down

We combined interviews, clinic visits, analytics, an audit of the existing experience and competitor benchmarking.

Research snapshot

  • 5 potential / competitor customers
  • 1 existing customer
  • 5 stakeholders
  • 3 therapists
  • 2 clinic visits

04

What we learned

The biggest barriers appeared before the appointment itself

  • Symptom to Service

    People often explored care through symptoms rather than knowing which service or professional they needed.

  • Professional to Right fit

    Choosing between professionals was not always straightforward. People needed clearer signals about expertise and why someone might be right for them.

  • Price to Confidence

    People wanted to understand what they were booking and what it would cost before committing.

  • Booking to Continuity

    Managing and continuing care needed to feel connected rather than fragmented across different parts of the experience.

05

From insight to experience

From symptoms to the right care

The central idea was to use what patients already know — symptoms, needs and location — to guide them toward what they often don’t: the right service, professional and clinic.

  1. What patients knowSymptoms · Needs · Location
  2. Guidance
  3. Service · Professional · Clinic

Different needs, different paths

We designed the experience around different situations rather than forcing everyone through the same journey.

I need help now

Speed · proximity · available care

Three app screens for an acute visit: choosing acute pain with the nearest clinics by postcode and a call option, a list of recommended therapists with the earliest times by day and distance, and a booking review with therapist, clinic, cancellation terms and payment with Vipps or BankID.

Scroll sideways to explore the flow

I don’t know who I need

Guidance · explanation · confidence

Three app screens for a new consultation: the Klinikk for Alle home page with booking and acute-visit entry points and symptom shortcuts, a guided ‘What’ step choosing body area and competence area, and a ‘Where’ step entering a postcode to find recommended therapists.

Scroll sideways to explore the flow

I want to stay on track

Continuity · familiar care · easy rebooking

Three app screens for continuing care: the Skøyen clinic page with opening hours, services and competence areas, a choice between a new consultation and ongoing treatment, and the Skøyen therapists list filtered to a familiar therapist with available times.

Scroll sideways to explore the flow

06

Validation

The concept was tested with six participants to understand not only whether people could complete the journey, but whether they felt confident that they were choosing the right care.

  • 4.5 / 5Average user-test score
    6 interviews

“Very easy to read… this felt very welcoming and well thought through.”

Potential customer

The concept gave patients a clearer path from “something is wrong” to confidently choosing the right care.