Medical diagnosis made digestible
Product Design Lead
UX Research
I redesigned FormelSkin's medical diagnosis experience to be more legible, helping patients better understand and take control of their skin condition.
What was it all about?
The FormelSkin diagnosis app lets users receive skin assessments at lower cost with minimal wait times. However, a key challenge since launch was that many patients never returned to view their diagnoses, even after paying for the service. To help patients get the most from our service, we investigated their needs and uncovered opportunities for improvement.
Discovery
We conducted in-depth research to understand patient expectations throughout their journey. What kept them from opening their diagnosis? Did they fully grasp what they were purchasing? Was the content clear and helpful?
Through moderated user interviews, we watched how patients navigated the app, evaluated their diagnosis clarity, and spotted pain points during the waiting period.
Key insights revealed that:
- Users struggled with content hierarchy and navigation
- A more structured layout would improve the reading experience
- Direct doctor interaction significantly boosted trust
Objectives
Based on our research and internal discussions, we initially set three key goals:
- Improve diagnosis navigation and readability
- Enhance how the home screen communicates progress
- Boost engagement with the main product platform for treatment purchases
Forming a hypothesis
If we streamline the diagnosis reading journey with clearer content, better navigation, and proactive communication, patient engagement will significantly increase.
Context gathering
I mapped the cross-platform user journey to identify pain points from both business and user perspectives. We then brainstormed with the medical team to explore solution spheres.
Solutions
1. Improving navigation
Previously, accessing the diagnosis required multiple steps. Users had to tap through multiple screens, then navigate accordion-style sections to find relevant content.
To streamline this:
- We reduced the number of taps needed to access diagnoses
- We merged duplicate sections for a more cohesive experience
- We introduced an expandable layout, keeping content scannable while allowing users to explore deeper when needed
Simultaneously, we leveraged the company-wide rebranding to give the design a more sophisticated, medical-forward appearance.
Such changes required extensive collaboration with the medical team. We mapped how the design would function across different scenarios, making sure the new design worked within the doctors' content management system. The challenge was balancing patient experience improvements with medical team workflows.
2. Offering a clear pathway to chat
Before receiving their diagnosis, patients had no immediate next steps. We added a direct chat option with their assigned doctor, allowing them to start asking questions early and feel supported by a qualified medical professional.
3. Increasing doctor touchpoints
Our medical team noticed many patients missed out on the free consultation included in their diagnosis service. To highlight this feature, we added a prominent marker showing the number of consultation days remaining.
Working around business constraints
Creating a smooth transition between our two disconnected products was crucial–patients get diagnosed in an app, and have to purchase the treatment on the website. Getting users to read their diagnoses increased the likelihood of them purchasing treatments, completing the cycle for both users and business.
Creating a clear treatment path
We explored a more storytelling-driven approach to guide users through their diagnosis in an engaging way. I designed a "lucky news" banner that presented treatment options as an opportunity rather than a sales pitch, making the transition feel natural. Although our objectives narrowed down so this concept didn't move further, here are some explorations that received positive feedback from the team.
Outcome
Higher diagnosis engagement
Better readability and navigation led to a 17% increase in users reading their diagnoses within the first week (from 64% to 75%)
Stronger user trust
Streamlining the experience and enabling early doctor communication minimized uncertainty
More pathways to care
Clearer diagnoses guided more users toward relevant treatment options when applicable
My takeaway
Rather than attempting major overhauls, we focused on quick, high-impact changes one step at a time. This project taught me that thoughtful, incremental design decisions can dramatically improve the user experience, keeping patients engaged throughout their healthcare journey.
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Bomie Lee
Digital Product & Brand Designer
© Bomie Leemywayb@gmail.com
