Case study
Medical consultation system
Creating a seamless, compliant, and accessible medical consultation & treatment request experience to help patients get access to medical cannabis in Germany
Measurable business impact
Our team designed and implemented a frictionless treatment request system, allowing patients to seamlessly request medical cannabis prescriptions while ensuring compliance with Germany’s evolving regulations.
Patient registrations increased by 234% since launch (end of October 2024).
Order volume increased tenfold, improving the accessibility of medical cannabis for patients with chronic illnesses.
20% of buyers became returning customers, strengthening long-term engagement.
Treatment requests became the most-used feature on the platform.
Data was collected and visualised in Metabase
The business challenge
In April 2024, medical cannabis was legalised in Germany, yet patients faced major barriers in obtaining prescriptions. While our platform allowed users to search for doctors and pharmacies, there was no direct, end-to-end treatment request flow.
User pain points
❌ Patients lacked access to accredited doctors who could prescribe medical cannabis, waitlists were long
❌ Pharmacies received reservations but couldn’t fulfil orders without prescriptions.
❌ Legal complexities and heavy compliance made the process unclear for users.
❌ Mobile-first experience was essential, as 80% of traffic came from mobile devices.
Personas and user pain points collected in collaboration with the product and business teams.
We built a medical consultation system that would connect patients with accredited doctors, ensure regulatory compliance, and simplify prescription fulfilment for pharmacies.
responsibilities
Role
End-to-end delivery from initial research, competitor analysis, strategy, flows to the final UI and the
Continuous iteration and expansion of the platform
Beyond the hands-on deliverables I actively supported in building a successful product strategy
Helped unblocking team by knowledge sharing, integrating AI tools and improving processes
Design Process
Designed the end-to-end treatment request flow, ensuring a seamless experience for patients.
Led extensive competitor analysis, identifying gaps and opportunities in the market.
Adapted to complex legal requirements and regulatory changes in collaboration with the legal team to create a clear, user-friendly and compliant process.
Created wireframes & low-fidelity prototypes, optimising for mobile-first navigation.
Aligned UX with business and technical constraints, working closely with the development teams to ensure feasibility and balance effort-impact.
Delivered final UI designs and prototypes
Strategic approach
Research & Discovery
Conducted competitor analysis to explore the landscape of medical consultations.
Researched user needs and pain points related to cannabis treatment accessibility.
Our PO collaborated with legal experts to ensure compliance with Germany’s evolving cannabis regulations.
Strategy & Design
Developed patient onboarding & consultation flow, ensuring clarity and ease of use.
Mobile-first design to accommodate 80%+ mobile traffic.
Step-by-step questionnaire to collect medical history & symptoms, reducing cognitive load.
Integrated Stripe payments for seamless checkout.
Designed clear prescription & pharmacy selection logic, reducing confusion.
Iteration & Development
Our team worked closely with the development, business and legal teams to refine the flow for feasibility.
Iterated on wireframes based on internal feedback and technical constraints.
Ensured accessibility by optimising forms for clarity, readability, and efficiency.
Results & impact
This feature was launched at the end of October 2024.
Business impact
✅ Patient registrations increased by 234%.
✅ Order volume significantly increased, making cannabis treatment more accessible.
✅ 20% of buyers became returning customers, improving long-term engagement.
✅ Treatment requests became the most-used feature on the platform.
These results not only validated the demand for medical cannabis treatment requests but also reinforced our client's position as a leader in the space.
Leadership & process maturity
Beyond leading UX strategy, I also brought in key process improvements to enhance collaboration and delivery efficiency:
Facilitated direct communication between design and development teams: Broke down silos by establishing regular collaboration channels, improving handoffs and shared ownership of outcomes.
Introduced Loom video walkthroughs: Enabled asynchronous knowledge sharing, reducing misalignment and repetitive clarification meetings.
Restructured the Design System: Organised fragmented files to improve component reusability and streamline developer handoffs.
Implemented story estimation using the Scrum Fibonacci scale: Supported the team in improving effort estimation and prioritisation.
Initiated informal retrospectives and design reviews: Encouraged regular reflection to identify actionable improvements, even in the absence of formal planning structures.
Key learnings & reflections
Leadership growth – This project reinforced my ability to lead UX in highly regulated, complex environments.
Leading without formal authority – Despite not holding a formal leadership title, I stepped up to guide design operations and improve cross-team collaboration. This reinforced my belief that leadership is about influence and initiative.
Cross-functional alignment – Ensuring smooth collaboration between business, legal, and development teams was critical to success.
User-centric approach & legal compliance – Balancing legal requirements with seamless user experience was key to adoption.