My Doctor
Designing for trust in a right-to-left booking app
My Doctor is an online doctor appointment service, designed right-to-left. Finding the right specialist and actually getting a confirmed appointment is confusing and unreliable for people aged 35 and over, so I ran the full process end to end: interviews, a survey, competitive analysis, personas, flows, a design system and the final UI. The hard problem was not the interface, it was trust.
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Mission
My Doctor set out to simplify the confusing and frustrating process of finding the right specialist and booking an appointment, for users aged 35 and over. The platform aims to deliver a trustworthy, clear and hassle-free experience: reliable information, less uncertainty, and the confidence that a medical visit is actually booked.
My role
I led the end-to-end product design process as a solo designer: user research, synthesis, defining the core flows, wireframes, high fidelity interfaces, and validating the experience through usability testing.
Project goals
- Help users aged 35 and over confidently discover and compare specialist doctors.
- Reduce uncertainty by improving trust signals: verified information, real reviews, clinic details.
- Create a booking flow that is reliable, fast and frustration-free.
- Minimise booking failures and mismatches through clearer confirmation and real-time availability.
- Deliver a clean, intuitive UI that supports right-to-left content and accessibility needs.
Research
Interviews. I ran six semi-structured remote interviews with people who had recently booked a specialist and were familiar with digital services, focused on real booking experiences and how they decide. Participants consistently relied on reviews and recommendations as their primary trust signal, and many described online bookings that were never registered at the clinic, which had trained them to confirm by phone afterwards. The conclusion: booking reliability is as critical as usability. Trust is not built through interface quality alone, but through transparent information and dependable system feedback.
Survey. An exploratory questionnaire of seventeen questions, completed by seventeen participants, covering how people find a specialist, what problems they have hit with online booking, and whether they knew the doctor before booking.
Competitive analysis. I reviewed five existing booking platforms, Snapp Doctor, Paziresh24, DoctorTo, Dr. Saina and Dr. Dr, comparing booking patterns, trust signals and usability gaps across doctor comparison, profile information, reviews, exact available times, advanced filtering, online consultation and map accuracy.
Synthesis
An affinity diagram clustered the raw interview data into four themes: trust in online information, uncertainty after booking, difficulty comparing doctors, and lack of support in urgent situations. Each cluster was paired with the underlying user need, which is what the MVP was later prioritised against.
The persona, Maryam, 41, a homemaker in Tehran, manages medical appointments for her whole family. She compares doctors on reviews, availability, insurance and location, and after past experiences with unregistered appointments she needs strong reassurance before she confirms. An empathy map captured what she says, thinks, does and feels through that journey.
MVP scope
Features were prioritised by their impact on trust, booking reliability and the core needs found in research: doctor profiles with a licence number and a short intro video, search and filters, real-time in-person and online booking with cancellation and reminders, reviews that only users who booked through the app can leave, family management for booking on behalf of parents and children, and explicit booking status from requested to confirmed. Growth, monetisation and advanced scenarios were deferred to later phases.
Structure and flow
The site map is built from the final MVP screens around one primary path: discover a doctor, review their profile, book with confidence. The user flow covers both entry points, users who already know the doctor and users who do not, through search, filtering, comparison, slot selection, account creation, payment, receipt and the confirmation notification.
Design system
The style guide covers the Yekan type scale, from a 40px bold Heading 1 down to a 12px caption, on a four column grid with 16px margins and 20px gutters. The palette is a primary blue (0373FF), a secondary teal (46C8AF) and a neutral near-black (1E1C1C), applied to doctor cards, filter controls and the bottom navigation.
The interface
The final screens cover onboarding, home, search, filters and sorting, the doctor profile and the booking and sign-up flow. Two decisions come directly from research: the home search accepts a vague need such as a symptom rather than a doctor name, because that is how people actually start; and the fast and emergency visit section prioritises availability over preference, because the sharpest frustration in the interviews was finding nothing available when it was urgent.
Designing right to left
The whole product reads right to left, so layout, navigation, icon direction, number placement and the type scale were all designed for that direction rather than mirrored from a left-to-right original.