Sami Healthcare
They needed to reduce churn. We designed a personalized app with tailored fitness plans, progress tracking, and community features to engage and retain users.
How to deliver faster, smarter, and more connected healthcare?
Sami Healthcare, a primary care startup in Brazil, was at a crossroads. New users were joining the platform but waiting far too long—up to 60 days—for their initial health evaluations.
While onboarding numbers looked promising, these delays revealed a deeper issue: the system wasn’t ready to deliver the proactive care users expected.
CONTEXT
The clinical activation revealed critical gaps in our ability to deliver timely and effective care. These inefficiencies not only strained internal operations but also undermined the user experience, posing risks to both individuals and the business.
So, during those 60 days, these critical gaps emerged:
The problem was systemic. The care team struggled to manage their rigidly assigned user portfolios, their schedules were inefficient, and their tools were inadequate. Sami’s core promise—delivering proactive, primary care to prevent illness—was in jeopardy.
It was clear: fixing this process wasn’t optional; it was essential.
PROBLEM
Inefficiencies in the clinical activation process delayed user engagement and disrupted proactive care delivery. These delays increased medical risks and costs while eroding user trust in the system.
SOLUTION
A streamlined scheduling system and redesigning both user onboarding and internal tools, we transformed our activation process. The solution connected users to their care teams faster, enabling personalized care ASAP.
ACTIONS
The MVP
The first step focused on practicality. With limited access to developers, I created a low-code MVP using Calendly and supplemented it with custom Python scripts to automate key processes.
Users received personalized messages to schedule their activation interviews.
Calendly was linked to the healthcare team's tools, streamlining appointment management.
A two-week MVP trial with a small team validated the approach and provided insights for refinement.
It wasn’t flashy, but it worked.
Screenshot with a nurse from a configuration call with the care team responsible for the MVP.
Slack messages from the care team complimenting the MVP results (in brazilian portuguese).
Scaling and iterating
The MVP’s success caught leadership’s attention. I presented the results—shorter activation times, better engagement, and cost-saving potential—and secured buy-in to rebuild the system from the ground up.
Book with ease
We revamped the onboarding flow, allowing users to schedule activation interviews directly in the app. Fast, simple, and efficient.
A smarter platform
From virtual waiting rooms to real-time notifications, our custom scheduling tool streamlined team workflows and user care.
Innovating care
Voice recognition and personalized care journeys brought efficiency and proactive care into every interaction.
Due to NDA restrictions, we can't showcase the screens, but here's a glimpse of the feature in production, highlighting its functionality and impact.
This video demonstrates the scheduling flow for the first health consultation with Sami's care team. Starting from an invitation to schedule the conversation, the user selects a time, confirms details, and completes the process seamlessly. The final screen shows the app's home, which users access after successfully scheduling their appointment.
RESULTS
The impact was immediate and significant:
FINAL THOUGHTS
This project showcases how lean, user-focused solutions can evolve into transformative, scalable systems. By starting with an MVP and iterating based on feedback, I was able to drive significant improvements across multiple metrics while strengthening the connection between Sami Healthcare’s mission and its operational reality.