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Lavender Lotis

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Reimagining Healthcare Access with Mobile Clinics and Inclusive Design

Challenge

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How might we create a holistic wellness app that provides LGBTQ+ individuals with a safe, inclusive, and affirming space to address their physical, mental, and emotional well-being, while celebrating the diversity of their identities and experiences?

My Role

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UX Design, Research, Interaction Design, Prototyping, Usability Testing, Visual Design

Timeline

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Oct 2023-May 2024

Understand

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Context

Lavender Lotis is a non-profit dedicated to provide healthcare access for all communities, they wanted to  build Holistic Care — a mobile app where individuals could find safe, affirming healthcare and emotional support without fear or stigma.
I joined at the conceptual stage to help define the product vision and design a user experience grounded in empathy, inclusion, and real community needs.

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Problem Statement

Wellness platforms rarely meet the needs of LGBTQ+ individuals.
They often miss key experiences:

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Fear of Discrimination: 1 in 5 LGBTQ+ individuals actively avoid medical care due to fears of judgment, exclusion, or mistreatment.

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Mental Health Support Gaps:
LGBTQ+ youth experience mental health struggles at rates four times higher than their peers, yet existing wellness platforms rarely address their specific needs.

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Isolation and Lack of Community: With 67% of LGBTQ+ individuals reporting feelings of isolation, the absence of safe peer connection spaces further impacts emotional resilience.

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Limited Access to Affirming Care: They struggle to find local and affirming healthcare providers, leading to gaps in critical wellness support.

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User Problem

People seeking an inclusive space for their wellness journey struggle to find an integrated platform that affirms their identity, supports their mental health, and connects them to localised safe care.

Business Goal

Wellness solutions today are scattered, failing to connect users to local affirming care and inclusive communities in one integrated platform.
 

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Research

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Insights

Through user interviews, community listening sessions, and research, we uncovered :

  • Lack of identifying the pronouns and sexual orientation leads to mistrust.

  • Users are hesitant to seek medical care due to lack of inclusive environments.

  • Unable to share the mental struggles and experiences to seek proper treatment.

  • Users find it difficult to find doctors in their local areas who are vetted to their needs.

  • Most of the users are not informed of the ongoing research studies and new treatments. 

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Design

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Features

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Validate + Iterate

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Testing

We built prototypes for each major flow and ran usability tests with 12 users.
Key findings
 

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Users struggled to understand which time slots were available.

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The home screen lacked energy and vertical scrolling didn’t guide them toward key features

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They felt that while lavender was calming, its overuse made the app feel more lifestyle-oriented than healthcare-focused.

Based on user feedback, we clarified appointment availability, redesigned the home screen to highlight key features, and adjusted the color scheme to maintain a healthcare-focused tone while keeping the emotional language supportive and inclusive.

Home 

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Clean categorised features for intuitive flows and lminimal scrolling. 

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Mood Tracker

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Emojis for the mood of the day to keep it fun.
Adding pictures to make it feel like a collage book.
Monthly mood charts to be shared to doctors to find patterns.
 

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Booking an appointment

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Upcoming Appointments on the home screen as a reminder.
Multiple filters to find doctors.
Concise Doctor's profile to build trust and understanding.
Clear booking slots for setting up a quick appointment.
 

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Mobile Clinics

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Quick map view to find mobile units nearby.
 

Impact

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Second round of user testing

For this round of user testing, we got in touch with members of our Lavender Lotis community. We observed how users interacted with the app in real-time and conducted short follow-up interviews to gather deeper insights

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User Experience: 95% of users described the app as affirming and safe during testing.

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Engangement Boost: 40% more interaction with features on home screen.

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Potential User Retention: 60% expressed intent to return regularly for wellness and care.

Reflection and Next Steps

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This project reminded me of the importance of designing with users, not just for them. Listening to users' stories helped me truly understand their concerns around safety and trust — and that understanding guided every design decision I made throughout the project. 

Testing low-fidelity concepts early saved us time and ensured the features and the UI we built truly met user needs.

After handing over the designs to developers, I see these as our next steps: ​

  • Collaborate with developers to integrate video consultation and real-time care availability.

  • Refine provider directory with better filtering and clearer vetting indicators.

  • Iterate on mental health tools with more personalized content and adaptive check-ins.

Next Project

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