Docplanner Patients Request
Docplanner supports millions of patients and doctors across Europe and Latin America. In 2024, I redesigned the patient request experience - transforming an unstructured, high-volume messaging channel into a streamlined, guided workflow that reduces manual workload for clinics and improves clarity for patients.
I redesigned the way patients request prescriptions and referrals, making the process faster, clearer, and more intuitive for both patients and doctors. The new experience reduces inbox overload for GPs and their secretaries — cutting down on WhatsApp messages, emails, and unstructured requests — while guiding patients to submit the correct request type directly through the platform.
By simplifying the flow, modernising the UI, and introducing clear request categories, we improved patient clarity and reduced manual admin burden inside the doctor’s SaaS dashboard. Early results show reduced confusion, higher completion rates, and fewer back-and-forth messages — laying the foundation for a more connected, omnichannel communication experience.
The redesign led to a measurable reduction in manual workload for doctors and secretaries, with a clear drop in off-platform requests and higher request completion rates inside the product. Early data showed:
30–40% fewer unstructured patient messages (WhatsApp/email)
Increase in correct category selection → fewer clarifications required
Higher conversion to completed request flows vs previous experience
Meaningful reduction in time spent managing requests per day for clinic staff
