Scaling healthcare UX for public impact
Scaling healthcare UX for public impact
Scaling healthcare UX
for public impact
Lombardy vaccination ecosystem
Lombardy vaccination ecosystem
Lombardy vaccination ecosystem
Client
Client
Lombardy Region / ARIA SpA
Lombardy Region / ARIA SpA
Role
Role
Senior Product Designer
Senior Product Designer
I lead a team of three designers and collaborated with engineers, developers, product owners and stakeholders.
I lead a team of three designers and collaborated with engineers, developers, product owners and stakeholders.
Time span
Time span
July 2023 - November 2024
July 2023 - November 2024
Challenge
Challenge
Before our work, vaccination in Lombardy was fragmented across legacy tools, paper forms, and multiple operators with conflicting workflows.
The system lacked agility, coordination, and emergency resilience, especially under COVID-19.
Before our work, vaccination in Lombardy was fragmented across legacy tools, paper forms, and multiple operators with conflicting workflows.
The system lacked agility, coordination, and emergency resilience, especially under
COVID-19.
Our goal
Our goal
Enable a scalable, coherent digital ecosystem to support healthcare professionals and citizens through efficient, safe, and inclusive vaccination experiences.
Client
Client
Lombardy Region / ARIA SpA
Lombardy Region / ARIA SpA
Role
Role
Senior Product Designer
Senior Product Designer
I lead a team of three designers and collaborated with engineers, developers, product owners and stakeholders.
I lead a team of three designers and collaborated with engineers, developers, product owners and stakeholders.
Time span
Time span
July 2023 - November 2024
July 2023 - November 2024
Challenge
Challenge
Before our work, vaccination in Lombardy was fragmented across legacy tools, paper forms, and multiple operators with conflicting workflows.
The system lacked agility, coordination, and emergency resilience, especially under COVID-19.
Before our work, vaccination in Lombardy was fragmented across legacy tools, paper forms, and multiple operators with conflicting workflows.
The system lacked agility, coordination, and emergency resilience, especially under
COVID-19.
Our goal
Our goal
Enable a scalable, coherent digital ecosystem to support healthcare professionals and citizens through efficient, safe, and inclusive vaccination experiences.
Enable a scalable, coherent digital ecosystem to support healthcare professionals and citizens through efficient, safe, and inclusive vaccination experiences.
The invisible structure that enabled everything else
The invisible structure that enabled everything else
Strategic activities
Strategic activities
Strategic activities
I connected UX strategy and product thinking to guide impactful design outcomes.
I connected UX strategy and product thinking to guide impactful design outcomes.
I connected UX strategy and product thinking to guide impactful design outcomes.
Vision anchoring
Product discovery
Strategic benchmarking
Stakeholder orchestration
Prioritization
Roadmap planning
Design process governance
Vision anchoring
Product discovery
Strategic benchmarking
Stakeholder orchestration
Prioritization
Roadmap planning
Design process governance
Vision anchoring
Product discovery
Strategic benchmarking
Stakeholder orchestration
Prioritization
Roadmap planning
Design process governance
Strategic research
UX research
Design cycles
Strategic research
UX research
Design cycles
Strategic research
UX research
Design cycles
Timeline
Timeline
Timeline
I led the design stream end-to-end while staying close to the ground.
Iterations partially overlapped: while one cycle was ending with usability testing, the next phase would start in parallel.
I led the design stream end-to-end while staying close to the ground.
Iterations partially overlapped: while one cycle was ending with usability testing, the next phase would start in parallel.
I led the design stream end-to-end while staying close to the ground.
Iterations partially overlapped: while one cycle was ending with usability testing, the next phase would start in parallel.
Every decision was shaped by real-world use
Every decision was shaped by real-world use
Every decision was shaped by real-world use
Service blueprints to map cross-actor relationships and handovers
Output
Service innovation opportunities
23 interviews, 5 focus groups
Output
15 personas, needs, goals and pain points
Card sorting workshops, AB tree testing
Output
Shared mindset, information architecture
More options of user flows to discuss during
co-creation sessions
Output
Experience hypotheses validation
Weekly co-design workshops with stakeholders
Output
Rapid prototyping and consensus building
7 on-site and remote usability test rounds over 30+ prototypes, 100+ features
Output
Usable and satisfying expriences
Methodology
Service blueprints to map cross-actor relationships and handovers
Output
Service innovation opportunities
23 interviews, 5 focus groups
Output
15 personas, needs, goals and pain points
Card sorting workshops, AB tree testing
Output
Shared mindset, information architecture
More options of user flows to discuss during
co-creation sessions
Output
Experience hypotheses validation
Weekly co-design workshops with stakeholders
Output
Rapid prototyping and consensus building
7 on-site and remote usability test rounds over 30+ prototypes, 100+ features
Output
Usable and satisfying expriences
Methodology
Service blueprints to map cross-actor relationships and handovers
Output
Service innovation opportunities
23 interviews, 5 focus groups
Output
15 personas, needs, goals and pain points
Card sorting workshops,
AB tree testing
Output
Shared mindset, information architecture
More options of user flows
to discuss during co-creation sessions
Output
Experience hypotheses validation
Weekly co-design workshops with stakeholders
Output
Rapid prototyping and consensus building
7 on-site and remote usability test rounds over
30+ prototypes, 100+ features
Output
Usable and satisfying expriences
1.
Operators need a way to easily process both vaccination and counseling citizens in queue
2.
Different users need a quick access to different main actions depending on the task they’re doing
3.
Operators want easy ways to recall patient information and fill forms while they welcome them in hospital
Key
research
insights
Key
research
insights
Key
research
insights
1.
Operators need a way to easily process both vaccination and counseling citizens in queue
2.
Different users need a quick access to different main actions depending on the task they’re doing
3.
Operators want easy ways to recall patient information and
fill forms while they welcome them in hospital
Here’s how we moved from insight to impact
Here’s how we moved from insight to impact
Here’s how we moved from insight
to impact.
"Switching platforms is usually a bit of a trauma. But with ARVAX, the transition was easy and intuitive — almost surprisingly so. Sure, there are still some features I’d like to get more familiar with, but I already use it comfortably."
"Switching platforms is usually a bit of a trauma. But with ARVAX, the transition was easy and intuitive — almost surprisingly so. Sure, there are still some features I’d like to get more familiar with, but I already use it comfortably."
Monica, 59, nurse at Bergamo
Monica, 59, nurse at Bergamo
The homepage as a worklist
The homepage as a worklist
The homepage is an intuitive dashboard.
It is ready-to-use for both administratives and physicians.
Here, operators can find all relevant information to vaccine citizens in queue.
The homepage is an intuitive dashboard.
It is ready-to-use for both administratives and physicians.
Here, operators can find all relevant information to vaccine citizens in queue.
Vaccination
Vaccination
The administration of vaccines can be completed in just 8 clicks.
The administration of vaccines can be completed in just 8 clicks.
The persistent anagraphic panel allows the operator to recall citizen information at glance, like Fiscal Code, allergies, pathologies, and vaccination history.
The persistent anagraphic panel allows the operator to recall citizen information at glance, like Fiscal Code, allergies, pathologies, and vaccination history.
The silent anamnesis feature fills all answers with No’s, drastically reducing form filling time.
The silent anamnesis feature fills all answers with No’s, drastically reducing form filling time.
Vaccines stock orders
Vaccines stock orders
Stock orders start from the warehouse page, which is a monitoring dashboard on the progress of dose availability.
Stock orders start from the warehouse page, which is a monitoring dashboard on the progress of dose availability.
Thanks to the suggested orders feature, the supply requests can be completed in just 2 clicks.
Thanks to the suggested orders feature, the supply requests can be completed in just 2 clicks.
Appointment booking via operator
Appointment booking via operator
One of the entry points to book a vaccination is the citizen profile, and it is managed in three short steps.
One of the entry points to book a vaccination is the citizen profile, and it is managed in three short steps.
Citizen self-booking
Citizen self-booking
Citizens can book selected vaccinations on their own from Prenotasalute.
Citizens can book selected vaccinations on their own from Prenotasalute.
"Switching platforms is usually a bit of a trauma. But with ARVAX, the transition was easy and intuitive — almost surprisingly so. Sure, there are still some features I’d like to get more familiar with, but I already use it comfortably."
Monica, 59, nurse at Bergamo
The homepage as a worklist
The homepage as a worklist
The homepage is an intuitive dashboard.
It is ready-to-use for both administratives and physicians.
Here, operators can find all relevant information to vaccine citizens in queue.
The homepage is an intuitive dashboard.
It is ready-to-use for both administratives and physicians.
Here, operators can find all relevant information to vaccine citizens in queue.
Vaccination
Vaccination
The administration of vaccines can be completed in just 8 clicks.
The administration of vaccines can be completed in just 8 clicks.
The persistent anagraphic panel allows the operator to recall citizen information at glance, like Fiscal Code, allergies, pathologies, and vaccination history.
The persistent anagraphic panel allows the operator to recall citizen information at glance, like Fiscal Code, allergies, pathologies, and vaccination history.
The silent anamnesis feature fills all answers with No’s, drastically reducing form filling time.
The silent anamnesis feature fills all answers with No’s, drastically reducing form filling time.
Vaccines stock orders
Vaccines stock orders
Stock orders start from the warehouse page, which is a monitoring dashboard on the progress of dose availability.
Stock orders start from the warehouse page, which is a monitoring dashboard on the progress of dose availability.
Thanks to the suggested orders feature, the supply requests can be completed in just 2 clicks.
Thanks to the suggested orders feature, the supply requests can be completed in just 2 clicks.
Appointment booking via operator
Appointment booking via operator
One of the entry points to book a vaccination is the citizen profile, and it is managed in three short steps.
One of the entry points to book a vaccination is the citizen profile, and it is managed in three short steps.
The dynamic action bar answers the need to always have primary actions at hand supporting different features depending on the webapp section.
Citizen self-booking
Citizen self-booking
Citizens can book selected vaccinations on their own from Prenotasalute.
Citizens can book selected vaccinations on their own from Prenotasalute.
Monica, 59, nurse
at Bergamo
"Switching platforms is usually a bit of a trauma. But with ARVAX, the transition was easy and intuitive — almost surprisingly so. Sure, there are still some features I’d like to get more familiar with, but I already use it comfortably."
What changed, and how we know it worked
What changed,
and how
we know
it worked.
What changed, and how we know it worked
The invisible structure that enabled everything else
↑50%
↑50%
↑50%
increase in vaccinations delivered across the region after launch, demonstrating system-wide adoption and accessibility gains
increase in vaccinations delivered across the region after launch, demonstrating system-wide adoption and accessibility gains
increase in vaccinations delivered across the region after launch, demonstrating system-wide adoption and accessibility gains
↓70%
reduction in task time
and simplified workflows
across 6 user roles
↓70%
↓70%
reduction in task time and simplified workflows across
6 user roles
reduction in task time and simplified workflows across
6 user roles
More outcomes
More outcomes
More outcomes
Dismission of two
high-cost platforms
by integrating logistics, booking and administration into a single tool
Enabled additional services
with modular IA, like travel vaccination counseling
Designed for export
to other regions and future campaigns
Real time monitoring
at regional level through custom reporting tools
Dismission of two
high-cost platforms
by integrating logistics, booking and administration into a single tool
Enabled additional services
with modular IA, like travel vaccination counseling
Designed for export
to other regions and future campaigns
Real time monitoring
at regional level through custom reporting tools
Dismission of two
high-cost platforms
by integrating logistics, booking and administration into a single tool
Enabled additional services
with modular IA, like travel vaccination counseling
Designed for export
to other regions and future campaigns
Real time monitoring
at regional level through custom reporting tools
The most
valuable
lesson
The most
valuable
lesson
The most
valuable
lesson
The challenge of designing ARVAX was about orchestrating a system that works under pressure, across contexts, and for people with different needs and priorities.
The challenge of designing ARVAX was about orchestrating a system that works under pressure, across contexts, and for people with different needs and priorities.
The challenge of designing ARVAX was about orchestrating a system that works under pressure, across contexts, and for people with different needs and priorities.
Working with a fabulous team to create an experience ecosystem where users, tools, and institutional goals align. And doing it at scale, under real-world constraints.
Working with a fabulous team to create an experience ecosystem where users, tools, and institutional goals align. And doing it at scale, under real-world constraints.
The real
success
The real
success
The real
success
Working with a fabulous team to create an experience ecosystem where users, tools, and institutional goals align. And doing it at scale, under real-world constraints.
Want to collaborate? Share an idea?
Or maybe a great recipe?
Contact me
marco.antelmi93@gmail.com
phone
+39 3425084026
©2025
Design & Build by Marco Antelmi
Want to collaborate? Share an idea?
Or maybe a great recipe?
Contact me
marco.antelmi93@gmail.com
phone
+39 3425084026
©2025
Design & Build by Marco Antelmi
Want to collaborate? Share an idea?
Or maybe a great recipe?
Contact me
marco.antelmi93@gmail.com
phone
+39 3425084026
©2025
Design & Build by Marco Antelmi