TOTVS’s health app (One Life / Vida Única) had to simplify health management for users of any age—appointments, exams, reimbursement—while ensuring critical setup steps (e.g. registering the health insurance card) were completed. Users were skipping those steps; stakeholders had assumed the app was self-explanatory.
A design sprint and usability tests with 11 users in the field showed where instructions were missed. We defined three distinct views (Doctor, Health Insurance, Patient) and refined onboarding and in-app prompts so crucial steps were more visible and actionable. Prototypes were validated with users; the refined design made health management more intuitive.
This project shows how validating with real users and surfacing critical instructions can improve adoption and make health management accessible for everyone.
