Role
Product Designer
Tools
Figma, FigJam
Skills
UX Research, Information Architecture, UI Design, Accessibility
Context
Lacrei Saúde is an ecosystem connecting the LGBTQIAPN+ community with allied healthcare professionals. More than a simple directory, the product aims to guarantee psychological safety, inclusion, and humanized care at every stage of the patient's journey.
Problem & Objective
The platform initially operated solely as a connection directory. To ensure business sustainability, the product needed to evolve into a transactional model with integrated scheduling and payments.
The primary goal was to develop a checkout and appointment management flow that delivered business value while remaining highly accessible and secure for a sensitive user base.
Discovery
Scope definition was a highly collaborative process. I utilized CSD Matrixes (Certainties, Suppositions, Doubts) and Benchmarking to map out potential directions. Through prioritization workshops with the team, we defined an MVP focused on generating immediate business value while ensuring patient safety.
We mapped the critical journey using User Flows and validated technical hypotheses with developers to guarantee delivery feasibility.
Solution
Centralized Management ("My Appointments"): A unified dashboard allowing patients to manage their entire care lifecycle, including history, upcoming appointments, rescheduling, and cancellations, without leaving the platform.
Linear Checkout: A simplified, 3-step scheduling flow (Selection > Payment > Confirmation) designed to maximize conversion rates.
Heuristics Application: Focused strongly on "Recognition rather than recall," keeping critical data (doctor's identity, appointment date, and cost) continuously visible to build user confidence during decision-making.
Next Steps & Conclusion
Delivering this project marked a strategic milestone for Lacrei Saúde's evolution. By translating complex monetization requirements into validated interfaces, the work laid the foundation to transition from a directory to a complete transactional platform.
The project successfully enabled the new business model while establishing higher standards for information architecture and cross-functional collaboration between Design and Strategy. Ultimately, it ensured that accessibility and a welcoming environment remained core pillars during the product's growth.
© Clark Silva • 2026