The Dallah Health app: from need to reassurance
AZM X redesigned the Dallah Health app to help patients access the right care and manage their own and their family's health in one place.
The problem
Patients open the Dallah app with a health need, and sometimes a worry. AZM X's review of the existing app identified its key usability challenges, showing that patients needed to reach the right care quickly and understand their medical data without navigating multiple channels.
The challenge
The same app has to serve someone opening it for the first time without an account, and someone caring for a whole family who wants each member's privacy protected. So every design decision began with 5 questions.
01
Access
How do we make booking effortless, even for someone opening the app for the first time without an account?
02
Reach
How do we deliver care in the form that suits each patient, at the hospital, through the app or at home?
03
Clarity
How do we present complex medical data (results, reports, prescriptions) in language that reassures rather than confuses?
04
Trust
How do we protect the health record and give patients full control over which family members can see it?
05
Continuity
How do we turn the app from a booking tool into a daily health companion that tracks the patient's vital signs?
The objectives
6 objectives for care within reach
The approach
Design that starts with the patient
We grounded the redesign in user research and expert UX reviews.
Evaluating the existing experience
We examined the existing app through user research and UX expert reviews to identify patient needs, usability issues and opportunities for improvement.
Restructuring the information architecture
We reorganised the app's sections and pages, clarified navigation, and simplified key journeys to help patients find services and complete tasks more easily.
Modernising the visual language
A modern visual language supported by reusable components and consistent interaction patterns across the app.
Validating the redesign with users
We tested the redesigned experience with users to assess usability and confirm that key tasks were clear and easy to complete.
The solution
A clear path for all health needs
Patients start with their mobile number and one verification code. The booking flow then takes them through 4 steps: facility, specialty, doctor and time, for care in hospital, at home or by video consultation.
What comes after the appointment is close too: results and prescriptions sit in the health record, and the AI assistant is there to explain a lab result or point the patient to the next step.
Delivery and impact
Three stages of the work, stacking as you scroll, just as the project's layers do.
05
The patient journey, from need to reassurance
The redesigned app brings greater clarity to five key stages of the patient journey:
Get started with ease: patients access the app with their mobile number and a single verification code, so the first step is simple and straightforward.
Find care that fits: a clear booking flow helps patients choose a facility, specialty, doctor and time, for care in person, by video or at home.
Connect with your doctor: patients upload medical files ahead of their video consultation, giving their doctor the context for a more informed conversation.
Keep health records close: results, prescriptions, vaccinations and insurance details are easy to access and review, without an extra call or visit.
Care for the whole family: patients manage family appointments and records from one account, while keeping track of their own vital signs through smartwatch syncing.
06
An AI assistant along the way
An AI assistant supports the journey through natural conversation, helping patients book appointments, understand their lab results, find appropriate care and navigate their next steps.
07
The result
The redesign combines a modern visual language, simpler patient journeys and thoughtful AI assistance, so patients can navigate their care with confidence. It moves toward a shared ambition: for Dallah to deliver the best digital patient experience among hospitals in Saudi Arabia.
Home-care services
At AZM X, we believe better digital healthcare begins with understanding the people who use it. Our work with Dallah focused on reimagining the existing app around patient needs, drawing on user research and UX expertise to make the experience clearer, simpler, and more intuitive.
