Hapvida Client App
Situation
Hapvida Saúde, one of Brazil's largest healthcare providers with over 6.5 million customers, had been running the same client app for ten years — a web page embedded inside an Android and iOS shell. The experience was slow, visually inconsistent, and required users to log in repeatedly for each service. Qualitative and quantitative research confirmed the main pain points: frustration when scheduling appointments, lack of trust in app security, and a fragmented visual identity. On top of that, Hapvida's brand was perceived as targeting a lower-income audience, and the outdated digital product was reinforcing that perception.
Task
Lead the design decisions for a full redesign of Hapvida's client app — transforming a fragmented, legacy experience into a reliable native mobile product aligned with the brand's strategic positioning, with a focus on the five most-used services by customers.
Action
Conducted qualitative and quantitative research to map the user journey and identify the main friction points;
Led design decisions across a team of UX designers, ensuring visual and interaction consistency throughout the product;
Adapted core flows — appointment scheduling, dental, and exam booking — to fit the technical constraints of the legacy database, balancing user experience with development feasibility;
Ran assisted usability tests and coordinated an internal beta with employees to validate solutions before launch;
Presented the project directly to the CEO and CFO, connecting design decisions to brand strategy and business goals;
Worked closely with the development and QA teams during implementation to ensure design fidelity in the final product.
Results
The redesign launched in 2021, coinciding with a critical period of digital acceleration driven by the pandemic. The app supported over 450,000 teleconsultations, a massive spike that stress-tested the new experience at scale. The app's user base nearly doubled during that period, with the download rate among active beneficiaries estimated to have grown from 30% to nearly 60%, surpassing 1 million cumulative downloads on the Play Store by the end of the year.
During usability testing, customers reported greater clarity and transparency when scheduling appointments, one of the most critical pain points of the legacy app. The project also contributed to elevating Hapvida's brand perception, adding a layer of digital value aligned with the company's growth strategy.
Play Store ratings at the time ranged between 3.5 and 3.8 stars, with remaining criticism focused on digital card loading speed and exam scheduling instability.
