01 - Overview
Service Trajet Santé
A clearer path to medical travel
Service Trajet Santé helps eligible people arrange travel for medical care by train, plane or boat through France’s Assurance Maladie. Over three months, I designed the desktop and mobile journey from onboarding to booking, with particular attention to older people and people with disabilities.
Jacquelyn Chen · Product designer Nicolas Cheriot · UX head, Systerz Martin Faussabry · Advice and support
3 months · 1 designer, 1 UX strategy lead, 1 product owner · Development by the client’s team
This project is covered by a confidentiality agreement. The screens shown here were shared in my original public case study; I can discuss more of the project privately.
02 - Challenge
Make a detailed process easier to follow
Booking medical travel requires people to provide information about their eligibility and journey before they can choose a ticket. My challenge was to make each step understandable while keeping the information required by the service.
I structured and prioritised the content around business requirements and insights supplied by the company. Clarity and readability were central design goals, especially for people who may be older or living with a disability.
03 - Design
Give onboarding a visible sequence
I organised the start of the journey into three steps: create an account, enter an agreement number, and review the trip details. Completed steps stay visible, while the current step is emphasised.
The agreement form pairs the reference number with the beneficiary’s surname and provides a help link explaining where to find the number. This makes the information needed to continue explicit.
Show what the agreement covers
Once the agreement is validated, the interface reveals the conditions attached to the journey. The summary groups coverage, journeys used, eligible transport options and accompanying travellers before the booking action.
I wanted users to understand the conditions of their trip before moving into ticket selection. The figures in the mockup illustrate a screen state; they are not general coverage rules.
Keep the journey readable on mobile
I designed the full flow for both desktop and mobile. The mobile onboarding screens carry the same sequence into a narrower layout, keeping the steps and form content in a single column.
Across screen sizes, the aim was to make a detailed service legible and the next action clear.
04 - Delivery
From eligibility to a booked journey
Beyond onboarding, I designed the journey through travel information, available transport options, ticket and seat selection, and confirmation. Where a payment is required, the payment screen distinguishes the covered amount from the amount the user must pay. Otherwise, the flow proceeds to confirmation.
I also contributed to the design system, adapting an existing system to the insurer’s visual identity and creating components that could coexist with the existing library.
Figma for design and prototyping; Coda for information and specifications; Miro for quick wireframes and design reviews; paper and pen for sketching.
Future scope included combining several transport modes and accommodation in one booking, such as train, plane and hotel. This was an intended evolution, rather than a delivered feature described in the original case study.
Explore the original screens
Homepage and onboarding screens from the public project presentation. The original interface is in French.
05 - Takeaways
Clarity at each decision
Make progress visible
A clear sequence and visible completion states help explain where someone is in a detailed process.
Put conditions before commitment
Coverage information belongs before ticket selection, with any remaining cost made explicit at payment.
Extend a system with care
New components need to support the service while remaining consistent with the existing interface and insurer’s identity.
