Bemol Saúde

A retail company selling trust in healthcare

Bemol was expanding into low-cost exams and consultations, banking on a regional reputation built over decades. The design job was to carry that trust into a booking flow inside the retail app, the first service-based flow the app had ever had.

Two service types had to share one flow: consultations, with variable duration, and lab exams, with fixed slots. And one of the services didn't happen in a clinic at all.

The hour nobody should see

Home collection was coordinated with mobile teams travelling by Uber, which imposed a mandatory one-hour buffer between appointments. The obvious interface (a calendar of raw time slots) would have exposed that logistics to the user and broken the moment anyone booked back-to-back.

The pattern that solved it inverts the problem: the system only ever offers slots that already absorb the buffer and the routing. The surface stays simple; the constraint lives underneath. That scheduling component entered the company's Design System, ready for future service flows.

Targets, not results

The project stayed at concept stage, so its numbers are launch KPIs, not outcomes: 75–80% booking completion, 25–35% adoption of home collection, NPS above 50. They are recorded here as what the design was scoped to prove. Claiming more would be inventing a launch that didn't happen.