A calmer way to reach care
Serefin Health Concierge — booking nurses and support for members who need medical attention.
Role
Product Designer
Timeline
6 months
Team
1 designer, 4 engineers, 1 PM
Year
2023
Overview
Serefin's Health Concierge gives members the ability to book appointments with nurses whenever they need medical attention. I helped design the end-to-end product using Serefin's design system, from the member dashboard to chat and call flows.
The challenge
Members often reached out in moments of stress or uncertainty, yet the existing flows were cluttered and clinical. It wasn't clear how to start a chat, call a nurse, or find upcoming appointments — especially for older members who make up a large share of the audience.
Process
Understanding the moment
I mapped the emotional context of each entry point — routine check-ins versus urgent concerns — to prioritize clarity and reassurance over density.
A focused dashboard
The redesigned home surfaces the next action clearly: upcoming trip and appointment details, start a chat, or call a nurse, each as a distinct, legible card.
Accessible by default
Type scales, contrast, and touch targets were tuned for accessibility and mobile-first use, validated against WCAG AA.
Impact
2M+
members supported
AA
WCAG accessibility conformance
35%
more completed bookings
The concierge experience made reaching care feel calmer and more direct, particularly for the members who needed the most support.
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