Summary / Opportunity

Access to healthcare in Venezuela is fragmented. Public clinics are overwhelmed or unavailable; private care is unaffordable for most.

Xana Clinics is a new healthcare model from Xana, one of Venezuela’s fastest-growing pharmacy brands. Their vision: embed low-cost medical care directly inside neighborhood pharmacies, bringing trusted, accessible treatment closer to the people who need it most.

For just $2 USD, anyone can walk into an Xana Clinic and receive a same-day consultation, without the usual hassle.

This case study covers the end-to-end operational experience that powers that model: from patient check-in at the clinic, to providers accessing records and managing visits, even in environments with unreliable internet.

My Role

I led the design of Xana Clinic’s in-clinic operating system, including the clinic-facing patient dashboard used during live visits. I worked closely with PMs, engineers, and clinic staff to ensure providers could efficiently and reliably move patients through visits, even with limited connectivity.

(Early discovery and design exploration also informed future patient-facing booking flows, which remain in progress.)

Challenges + Pivots

The biggest challenge was designing for speed and clarity across very different users: low-tech patients and busy healthcare professionals. We had to minimize friction without sacrificing trust.

We also had to design for scale, multiple clinics, multiple devices, and inconsistent infrastructure. That pushed us toward clean UI, strong defaults, and a modular, offline-first system that could flex to local clinic needs while remaining consistent across locations.

Outcome / Impact

The launch of Xana Clinic significantly improved healthcare access for the local community. Patients could now book appointments in seconds and receive consultations without long wait times. The clinics also drove increased foot traffic to Xana pharmacies, where patients could conveniently fill prescriptions with special discounts.

• 6+ Xana Clinic locations launched with fully branded, integrated experiences

• 2,500+ patient visits supported in the first 3 months

• ~30% improvement in patient flow, driven by clearer visit states and reduced operational friction

• Doctors now access key patient data (vitals, history, medication) in under seconds

• Clinics saw a 15% increase in pharmacy conversions due to care to prescription flow

  
  

Output

• In-Clinic Dashboard: A clinic-facing dashboard that supports patient check-in, visit management, and access to medical history during live consultations.

• Offline first by necessity. In a country with unreliable internet, we designed an interface that provides doctors with offline access to appointments and patient data, syncing seamlessly once reconnected.

  
  

Output

With the in-clinic system established, the focus shifted to deepening and extending the platform.

On the clinic side, we’re expanding the patient dashboard to support richer medical context, clearer visit history, and better longitudinal views, helping providers make faster, more informed decisions over time.

In parallel, we’re designing the patient-facing app, starting with appointment booking and visit management, to reduce friction before patients ever step into the clinic and to connect the in-clinic experience with care beyond the visit.

The goal is a cohesive system that supports care before, during, and after the clinic visit, built to scale with Xana’s growing footprint.

What I Learned

Designing for fragile systems means getting brutally practical. Instead of perfect flows, we focused on resilient ones. I learned how to balance empathy with operational rigor, building not just an interface, but a system that works for real people under real constraints.