Lab tests, without the phone call
In 2021 the Auna app passed 100K downloads, but lab tests were still fully offline. I designed Auna's first digital lab experience, where patients find the right test, see its price and prep, book on WhatsApp and get their results online.
ROLEUX Designer
Jan 2021 – Feb 2022
Lima, Perú
SCOPEAuna
Digital lab experience
Discovery · UX strategy · Usability testing · Web and mobile
TEAMCross-functional team
Service design, UI, Product, Dev, Healthcare
Peru · Colombia
The fintech arm of Rappi, one of Latin America's largest super-apps. Every flow had to work across Mexico, Colombia, Peru, Chile and Brazil, each with its own banking infrastructure, regulations and level of financial literacy, in Spanish, English and Portuguese.
Company scale (2022 – 2023)
Monthly active
users
30M+
across 9 countries
Revenue
growth
↑ 37%
$624M → $856M
Cards
issued
220K+
40% first-time holders
Our users manage their finances in different ways, shaped by their lifestyles and needs. Our goal was to equip them with clear, comprehensive tools that make financial control simple and effective.
For 40% of RappiCard users, this was their first credit card. A confusing payment flow wasn't just a UX problem, it was a financial inclusion problem.
Payments & Collections
I was part of the P&C team who owned the end-to-end design flows that directly determine whether users can pay, manage debt, and stay in control of their finances.
RappiCard payment experiences
End-to-end checkout systems
Collection flows for users in arrears
Payment settings and recurring payments
Multiple payment methods (QR codes, barcodes, direct debit)
Integrations with financial partners across 5 countries
01 Context
Healthcare moved online, lab tests didn't
Auna is one of Latin America's largest private healthcare networks, with 31 clinics across Peru, Mexico and Colombia. In 2021, at the peak of Covid-era digital health, the Auna app passed 100K downloads.
Lab tests were the exception. Finding a test, booking it and picking up results still meant a phone call or a trip to the clinic.
Company scale (2021 – 2022)
31
Clinics
across 3 countries
1M+
Patients
through the Oncosalud network
100K+
App downloads
as care went digital
02 The challenge
Designing for people who are worried, not browsing
Lab patients aren't one group. Many are anxious about a diagnosis, new to medical terms, older or not used to digital tools. A confusing screen here doesn't just frustrate. It means the wrong test, a missed appointment or results nobody reads.
- 01Search or browse
- 02Understand the test
- 03Select
- 04Review
- 05Book on WhatsApp
- 06Get results
03 Where design shaped the product
Four decisions that changed the experience
Search by what you know
Most people don't know a test's name. They could also search by symptom or category, or browse simple category cards.
No surprises before booking
Every test showed what it's for, how to prepare and what it costs. People knew all of it before they booked.
Book where people already talk
In Peru, WhatsApp is how people communicate. Booking moved into the chat patients already opened every day.
Results without going back
Results arrived online, on web and mobile. That closed the last step of a journey that used to be fully offline.
04 The experience
From finding a test to reading the results
The first digital lab experience at Auna, on web and mobile.
Search by name, category or symptom. Each test explains what it's for, how to prepare and its price.
After reviewing their choice, patients continue to WhatsApp to confirm the appointment with the clinic.
Patients see their results online, on web or mobile, without returning to the clinic.
05 Testing and learning
Tested before UI, refined after launch
Before any visual design, 25+ patients tested the booking flow remotely on Maze. We wanted to know if people understood the content and could finish on their own.
25+ patients
Unmoderated remote sessions checked interaction patterns, clarity and how well people understood each test.
Fast follow in 90 days
After launch, patients told us search needed work. We reworked the test layout and the search tool.
Built with the people who run it
Workshops with designers, developers, clinic stakeholders and selected patients shaped the structure early.
The multi-market complexity
Every flow had to work across 5 countries with different banking infrastructure, regulatory requirements, and financial literacy levels. Content had to be managed in Spanish, English, and Portuguese, adapted for each country's specific terminology and legal language.
Co-led a Design Ops initiative and help building tools for the team
Design Tribe: Understanding the Team Needs
A design tribe of 25 people working across multiple squads and markets, with no shared framework for how to approach requirements, no documented ways of working, and no tools to support career growth.
Why it mattered: As Rappi's design function matured from execution to strategic partnership, the team needed infrastructure to match. The Design Ops initiative gave 25 designers a shared language, reduced process friction across squads, and created the foundation for a more autonomous, high-performing team.
