Helsi
From 2020 to 2023
Helsi is a comprehensive healthcare ecosystem designed to simplify patient management and clinical workflows across various medical settings. It integrates multiple healthcare services, providing seamless digital interaction for doctors, staff, and patients.
Audience:
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24,000,000+ patients
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30,000+ doctors
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1,500+ clinics
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150,000+ doctor appointments daily
Helsi Me
📌 The Overview
Helsi.me provides users with online access to key medical services - from health records to appointment booking. When I joined, the platform was feature-rich but had noticeable UX issues. Improving those became a key focus for enhancing the user experience.
🛠 Managing and Clearing UX Debt
Over time, the project built up a list of UX issues and ideas that kept getting delayed.
What I did:
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Synced with product managers
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Organized and cleaned up all tasks
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Removed duplicates, outdated, and already-done items
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Validated relevance and effort needed
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Built a prioritized backlog and integrated tasks into ongoing work
To speed things up, I fixed UX issues alongside major feature releases, so they didn’t slow down the schedule.
Result: We cleared 80% of the UX debt, with no tasks older than 1.5 years left in the backlog.
🔍 User Feedback & Research
We couldn’t use tools like Google Analytics or Hotjar due to data protection rules and authorized access. So we focused on qualitative research instead.
Our approach:
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Interviewed users
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Collected feedback from support
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Formed improvement hypotheses
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Built and tested interactive prototypes
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Rolled out updates based on real insights
Every change was backed by UX testing and quick surveys to ensure clarity and usability.
🧠 Key Features I Worked On
During the project, we launched several major modules and improvements aimed at making the platform more useful and intuitive:
Online Appointments & Consultations
We built a full online visit flow - from choosing a doctor (free, paid, or covered by insurance), booking a time, joining a video call, to receiving digital prescriptions and referrals.
Insurance Features
Added deep integration with public and private insurance providers. Users could see which doctors and clinics were covered, book visits without calling anyone, and get filtered options based on their policy.
Other Additions
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Vaccine and blood donation search tools
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Redesigned the medication ordering module
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Improved catalog search with filters and delivery options
These updates made the platform more complete and user-friendly - both for patients and the medical staff.
Helsi Pro
📌 The Overview
Helsi.pro is a full system designed for complete patient record-keeping and clinic workflow management. The platform supports both outpatient services - in-clinic and online - as well as inpatient care, streamlining clinical operations and improving coordination across medical teams to ensure efficient and accurate patient care.
Who it’s for:
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Primary and secondary care physicians
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Junior medical staff
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Registration and administrative personnel
🧠 My Key Focus Areas
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Developing new features and sections based on the requirements of BAs and PMs
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Improving the speed and usability of the system for doctors based on UX researches
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Maintaining and evolving the design system
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Establishing a process for collecting user feedback and conducting UX testing
⚡️ Feature & Section Development
We followed a clear, step-by-step process - from understanding the business need to handing off the final solution.
I worked with analysts and PMs to define the problem, explored solutions, validated with devs, built and refined mockups, tested when needed, and prepared full user flows for handoff. This helped us build features that were both user-friendly and development-ready.
🩺 Improving Doctors’ Workflow
The system was overloaded - with integrations to government services, clinic infrastructure, regulatory requirements, and tons of modules (labs, prescriptions, insurance, pharmacies, etc.). Simplifying the interface became a constant goal for our design team.
We ran interviews with doctors, mapped out key user flows, and built hypotheses to improve daily work.
What we learned:
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80% of actions repeat from patient to patient
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75% of prescriptions include 3+ meds or referrals
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Searching catalogs took too much time
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60% of available features were used in only 5–10% of cases
What we did:
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Added templates with autofill for visits, reports, and referrals
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Enabled batch creation of prescriptions and referrals
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Improved search experience
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Moved rarely used features into a separate menu
These changes helped doctors move faster and focus more on care, not clicking around.
🧩 Design System Maintenance & Growth
When I joined the project, the UI was all over the place - lots of components, no unified system. I started by auditing all elements, and we built a design library in Figma. New features were created using the system, and existing ones were gradually updated.
One unique aspect was the "vintage UI" - a legacy visual style kept from the early days of the product. The audience was sensitive to visual changes, and a full redesign was too costly for such a large platform. So we focused on evolving the system within the existing look and feel, keeping things consistent and scalable without breaking what users were used to.
📉 Reducing Support Requests
We set up a solid feedback and UX testing process to cut down on support tickets and improve the user experience.
Analysis:
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Quarterly review of user requests
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Categorizing issues (blockers, hidden errors, external factors)
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Assessing complexity and priorities
Solutions:
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Clearer error messages and status explanations
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Removed “invisible blockers” (like a disabled “Save” button with no explanation)
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Added tips for self-help
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Alerts for problems with external modules
Result: Fewer support requests, less pressure on the helpdesk, and a smoother user experience.
🔁 Qualitative Research
Since we couldn’t use third-party analytics due to medical data restrictions, we focused on qualitative methods to evaluate features and understand user needs.
Process:
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Analyzed similar solutions and best practices
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Conducted interviews and focus groups with doctors
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Ran usability tests at the prototype stage
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Performed GOMS analysis of user flows
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Documented test protocols and pain points
Result: This approach helped us spot UX issues early and better align with doctors’ real needs.
Helsi App
📌 The Overview
When I joined, the Helsi mobile app was a basic companion to the main platform - users could view their medical records, check visit results, find doctors or clinics nearby, and see schedules. However, the app lacked real interactivity and didn’t solve most patient needs, making it a clear area for growth.
🎯 My key responsibilities
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Turning the app from a simple tool into a complete platform
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Researching user needs
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Developing new scenarios and features
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Improving user experience
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Increasing user engagement
🔄 App Transformation
Together with the product team and stakeholders, we set a clear goal: turn the app into a fully independent access point for medical services. As part of this transformation, we added key features like:
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Online doctor appointments - easy booking in just a few taps, fully synced with clinic schedules.
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Video consultations - chat with a doctor directly in the app, share documents, and receive prescriptions or referrals.
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Pharmacy integration - search for meds, compare prices, and order online from local pharmacies.
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Vaccination scheduling (COVID-19) - find nearby locations, book easily, and get reminders.
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Blood donor features - locate donation centers, register, and receive notifications.
🧠 How I worked & what we achieved
To build new features, I followed a user-centered process: analyzing real scenarios, mapping customer journeys and user stories, creating and testing prototypes, validating hypotheses, and running usability tests. I collaborated closely with analytics, product, and dev teams - and kept in touch with support to stay aligned with real user pain points.
The result
The app evolved into a self-sufficient product that met patients’ key needs without the need for calls or website visits. This significantly improved the Patient-Clinic-Doctor flow and boosted core metrics like downloads, MAU, DAU, events inside app - making the overall experience much smoother and more convenient.