Year
2025
Industry
Helthcare
Client
La Nuova Sanità Medical Centre
La Nuova Sanità · Website
Overview
La Nuova Sanità set out to establish the outpatient clinic’s digital presence from the ground up, bringing together healthcare information, online appointment booking and access to medical reports within a single digital ecosystem. This case study explores the key UX decisions behind the project, from information architecture and navigation entry points to appointment booking flows, the end-to-end patient journey and key interface screens. The design balances patient needs with the clinic’s operational requirements, creating a more accessible and seamless healthcare experience.
Project Goals
The project began by identifying the needs of two key stakeholders: patients and the clinic. The main pain points were mapped to define specific design objectives for both the patient experience and clinical operations. For patients, the goal was to simplify access to healthcare services, making it easier to find the right medical service, book appointments online and access diagnostic reports through a clear, intuitive digital experience. For the clinic, the focus was on streamlining administrative workflows by improving appointment management, patient check-in and medical report handling, while reducing manual tasks and simplifying day-to-day operations.
UX Strategy
The UX strategy is based on three guiding principles: clarity, autonomy and continuity. The information architecture is designed to make the healthcare offering easy to explore. The Services section acts as the website’s main hub, organising services into three main categories: Laboratory Testing, Diagnostic Imaging and Specialist Care. Navigation entry points are defined according to user needs. Key patient actions, such as “Book Now” and “Download Medical Report”, remain visible in the header, while dedicated access for physicians and staff is placed in the footer, clearly separating public services from operational tools. This structure helps patients navigate the website with greater confidence, reducing perceived complexity while keeping key actions accessible.
UI Foundation
The visual design system is built around clarity, trust and accessibility. The colour palette combines institutional blue, healthcare blue and white to create a clean, reassuring and cohesive interface. Plus Jakarta Sans ensures readability and typographic consistency across desktop and mobile. Buttons, input fields and icons follow a consistent design language, with rounded forms and clearly defined interaction states to improve usability and make key actions intuitive.
Patient Journey & Booking Flow
The booking journey is designed for users with basic digital skills, particularly patients over 65 who need a clear and intuitive way to navigate healthcare services. To accommodate different needs, the interface offers two booking paths: guided service exploration for patients who want to learn more about the clinic’s offering, and direct search for those who already know which appointment or test they need.
The project compares the current as-is booking flow, which redirects patients to an external platform (MioDottore), with the proposed to-be solution, embedding appointment booking directly into the clinic’s website and management system. This integration creates a continuous booking journey, eliminating external redirects and reducing friction between service selection, appointment availability, slot selection and booking confirmation. On the operational side, it centralises appointment scheduling and patient data within a single workflow, ensuring greater data consistency and more efficient appointment management.
The booking flow consists of four steps: Select Date & Time, Patient Details, Additional Information and Review & Payment. Patients select an available appointment slot, enter their details or log in with existing credentials, optionally upload a prescription and provide insurance information, then review their booking and choose to pay online or at the clinic. Once the booking is confirmed, patients receive an email summarising the appointment details, including the selected service, date and time, ensuring all essential information remains accessible before their visit.
Responsive Experience
The interface is designed to deliver a consistent user experience across desktop and mobile. The responsive layout preserves a clear content hierarchy and prioritises key actions, including service search, appointment booking and medical report access. On mobile, the navigation is simplified and key actions remain within easy reach, allowing patients to quickly find a service, book an appointment or access their medical reports while on the go, with fewer steps and less effort.
Outcome & Learnings