Restoring Coherence in Clinical Communication & Collaboration
Role
Project lead @ Doctolib Connect
Industry
HealthTech
DURATION
6 months
MY ROLE
Research & Discovery
Design Management
Project Management
Data Analysis
Workshop Facilitation
TEAM
Product Director
Head of Design
User Researcher
Data Analyst
2x Sales Managers
TL;DR
Doctolib acquired Siilo (now Doctolib Connect) to extend clinical collaboration across its ecosystem. 2 years later, integration was limited and adoption was alarmingly low. The problem was structural. I initiated and led a Information Architecture program to could scale across products, teams, and markets without fragmenting.
+15%
Care Team Messaging activation
+20%
Contact sync adoption
70%
WAU for new organizations (5–35 members)
Shared
collaboration layer adopted across the company
Disclaimer: Confidential information has been omitted or obfuscated. This case reflects my own perspective and not necessarily the views of Doctolib.
CONTEXT
Doctolib acquires Siilo to unlock collaboration at scale. But integration never really happened!
Imagine Europe's leading clinical messaging platform woven into a whole Medical OS. Huge right?
However, both platforms had distinct workflows, and internal logic. After two years, most Doctolib users never used Connect, and most Connect users never meaningfully entered the Doctolib ecosystem.
10%
cross-market adoption of Doctolib users of Connect messaging & collaboration
-900
patients treated a year per Doctor because of communication issues
x2
bloodwork done due to inability to share patient data
GAP
Health professionals had expert tools, but worked in silos. Teams shipped, then backtracked…
often because the bigger picture wasn’t clear. A collaborative layer to the system was clearly missing.
Siilo in some ways had the opposite. It had great ways of communicating, but lacked the clinical tools needed to actually do the work.
Content
OBJECTIVE
Build alignment at a structural level, and reposition Connect within the organisation
Calvin (Product Director), David (Head of Design), Elliott (Head of Engineering), and I agreed that I initiate and lead an Information Architecture program to:
• Clarify the underlying structure of clinical collaboration through research
• Align teams around shared principles and beliefs
• Create a system that could absorb future growth without breaking coherence
Strategy starting point: Connect the 2 main pillars of the CC&C industry (Clinical Communication & Collaboration) along with Connect's USP to build the best Communication & Collaboration platform in Europe
Content
SYSTEM
A horizontal collaboration layer that connects the system and leverages Siilo’s network
We started with market research and a platform audit instead of UI design. Next to a continuous discovery cycle of user interviews and Figma protoypes testings.
For the Designers, we formalized this into 3 core principles and 7 beliefs that now support all ongoing decisions.
Design for motion
Care teams collaborate on the move. Think mobile first, design desktop second.
Design for flow
Interrupting a healthcare professional means losing focus on patient care. Design to bring things together, in order, without chaos.
Design for confidence
Build systems people can trust, trust their teams with, and make decisions in.
Content
IMPACT
Care teams became more active. Product teams aligned without alignment meetings.
Ongoing experiments to mobilize the system validated the direction:
+15% Care Team Messaging activation
+20% contact sync adoption
70% WAU conversion for newly registered organizations (5–35 users)
More importantly, the operational impact was obvious:
A shared mental model for collaboration
Faster, clearer scoping and prioritization
Eliminated overlap and rework
A stronger foundation for future CareCo expansion and integration
Design became a reference point for structure and clarity, acting as a strategic partner across product, tech, and GTM.
LEARNINGS
the highest design leverage often sits before features exist.
Now I approach scale by checking ambiguity and team alignment to progress without constant redesign.