Hermina operates 45+ hospitals across Indonesia. Their patient-facing mobile app had grown to over 1 million downloads but was struggling under the weight of its own success

The brief was technically demanding. Rebuild the patient app to handle the full journey, not just the booking. Preserve the existing user base through a migration. Integrate with Hermina's internal hospital management system, SIMRS. Add payment. Add medicine delivery. Build it to be owned and operated by Hermina's team once stable.Each of those requirements pulled in a different direction. The migration alone was a serious technical risk. Over a million existing users were actively booking appointments every day, and any disruption would land directly on patients trying to see a doctor. Their accounts, history, and trust all had to come across cleanly.Underneath the consumer-facing app sat the harder problem: this wasn't really a consumer app at all. It was a hospital operations system with a consumer interface in front of it. The app needed to talk to SIMRS in real time, sync appointments and doctor schedules across every hospital location, and reflect patient data accurately the moment it changed in any branch. Without that, the rest of the work didn't matter.Then there was the journey itself. The old app stopped at booking, which was exactly where the experience used to fall apart. Self check-in, queue visibility, in-app payment, prescription handling, and medicine delivery all needed to live inside one continuous flow. Not as separate features bolted onto a booking tool, but as parts of the same patient experience.And finally, the platform had to be built to be owned. From day one, Hermina's internal team would inherit it. Code quality, documentation, and architectural decisions all had to assume a clean transfer at the end. We weren't building a system Hermina would depend on us to maintain. We were building one their team could take over and evolve themselves.

Challenge

The rebuild moved Hermina from a booking tool to a full patient platform. Everything a patient does, before, during, and after a hospital visit, now lives in one place. None of it works as isolated features. The value came from connecting four separate systems into one continuous patient flow.New patient registration with back-office validation. First-time patients can register fully through the app. Registrations flow into a back-office dashboard where Hermina staff validate and approve, replacing what used to require an in-person visit.Appointment booking across 45+ hospitals. Real-time doctor availability synced directly from SIMRS, so what the patient sees in the app matches what's actually available at the hospital.Self check-in on arrival. Patients check in through the app when they arrive, removing counter queue friction entirely.Live queue tracking. Patients see their position in the queue in real time, so they know when to be at the consultation room rather than sitting in a waiting area for hours.In-app payment. Payment for consultations and services happens inside the app through an integrated payment gateway. No counter visit required.Medicine delivery. After consultation, patients can choose to have prescriptions delivered to their home through an integrated delivery partner, rather than waiting at the hospital pharmacy.The integrations are what made it work. SIMRS handles appointments, schedules, and medical data synced across every hospital location. The payment gateway handles in-app transactions across the full service catalog. The delivery partner handles optional medicine delivery after consultation. The Hermina website handles unified health articles and content inside the app. Each integration carries its own complexity, but the patient only ever sees one experience. Behind it sits a companion back-office dashboard for Hermina's admin team, handling new patient validation, content management, and operational oversight, closing the loop between the patient-facing app and the hospital's internal workflow.

What we built

Rating: 2.4 → 4.5 stars during our engagement. Hermina's app went from a persistent complaint on the Play Store to one of the better-rated healthcare apps in the Indonesian market, all within our engagement window.Rolled out across 45+ hospitals nationwide. The platform was launched across Hermina's full hospital network before transfer.1M+ user base migrated successfully. Existing users were brought onto the new platform without losing account data or continuity.Handed over to Hermina's internal team as scoped from day one. At the end of our engagement, the platform was transferred in full: codebase, documentation, operational knowledge, and team handover. Hermina now runs and evolves the platform in-house. Exactly as planned from day one.

Outcome

Hermina needed a rebuild. Not a redesign of the interface, but a re-architecture of how the app connected to everything around it.

Main Objective

Rebuilding the patient journey across 45+ hospitals

The rating told the story: 2.4 stars. Patients could book appointments, but everything after booking was disconnected. The queue was invisible until you arrived. Payment happened at a counter. Prescriptions required waiting in line. For a growing network serving hundreds of thousands of patients a month, the app wasn't scaling with the business.

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Hermina

Jakarta Vet operates multiple branches across the city. As the business grew, the systems didn't, and the gap was showing.

The brief was operational, not technical. Build a system that fixes the way the clinic actually works, not a system that forces the clinic to work around new software.The harder version of the problem was multi-branch coordination. Each branch had its own way of doing things, its own habits, its own informal workflows. The system had to bring them onto one platform without breaking what was already working at the branch level. Standardize the operations, not flatten them.Centralizing the medical records was the foundation. Pet owners often visit different Jakarta Vet branches depending on convenience, which meant records had to follow the pet, not the branch. Any vet at any branch needed to see the full history immediately, without phone calls between locations or chasing down paper files.Then there was the WhatsApp problem. Supply orders were happening through chat messages between branches and the main office, with no audit trail, no approval workflow, and frequent delays. The system needed to handle ordering, approvals, and stock tracking in one structured flow, replacing the chat-based workarounds entirely.And finally, Jakarta Vet wanted to extend the system outward to pet owners themselves. They wanted owners to access their pets' medical history directly, without having to call the clinic for routine information. The platform had to serve internal operations and external transparency at the same time, on the same backbone.

The platform replaces the patchwork of paper, spreadsheets, and chat with one connected system. Internal operations and external access run on the same backbone, with branches working off shared data rather than maintaining their own copies of everything.Centralized medical records. Patient records were consolidated into one integrated system, giving veterinarians instant access to accurate information across every branch. No more chasing down history from another location.Automated inventory management. Real-time stock tracking replaced manual logs. Medication usage, supply levels, and reorder triggers are now visible across branches, with no spreadsheet maintenance required.Digital supply ordering. Supply ordering moved off chat-based workarounds and onto a structured digital platform. Orders flow through proper approval workflows, with a clear audit trail.Digital approval system. Approvals that used to happen by phone or chat now move through the system, speeding up coordination and giving management oversight without micromanagement.Patient dashboard for pet owners. Pet owners can now access their pets' medical records anytime through a dedicated dashboard. Treatment history, vaccinations, and visit records are all available without calling the clinic.Branch and queue management. A clinic-facing system handles branch operations and queueing, replacing the manual coordination that used to slow down the front desk.Each branch keeps its own front desk, its own staff, its own daily rhythm. But the records, the inventory, the orders, and the approvals all run on shared infrastructure. From a patient's perspective, it stops mattering which branch they visit. From management's perspective, the clinic finally operates as one network instead of as several smaller clinics that happen to share a name.

Six months in, the impact is operational. Coordination across branches runs on shared data. Workflows are more structured. Patient information is accessible to whoever needs it, when they need it.Stock and ordering run on a system, not on messages. Stock management is now accurate and reliable. Ordering processes are faster and less error-prone. The WhatsApp ordering workflow is gone.Pet owners now have direct access. The patient dashboard gives Jakarta Vet's clients transparency they didn't have before. They can see their pets' records anytime, anywhere.A platform that supports consistent care across branches. Every branch now operates from the same patient records, the same inventory data, and the same approval workflows. Vets at different locations see the same information about the same animal.

Replace the patchwork with a real system. One platform connecting medical records, inventory, ordering, and approvals across every branch, designed around how Jakarta Vet actually operates.

Replacing paper and chat with one connected system

Medical records were stored separately at each branch. Inventory was tracked manually. Supply orders happened through WhatsApp. Coordination between branches required phone calls and follow-ups. None of this was anyone's fault. It was just what happens when a business grows faster than the systems holding it together.

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Jakarta Vet

Personal Growth is a counseling and people development practice helping individuals through assessment, therapy, and personal growth. The work isn't just clinical. It's relational. Their platform had to reflect that.

Personal Growth came to us without an existing platform. The job was to build everything from the ground up: the booking system, the scheduling logic, the payment flow, and the public website, as one connected experience.Most booking systems are built for restaurant reservations or appointment scheduling. A counseling booking is different. The user is often making a sensitive decision, sometimes in a difficult moment. The flow had to feel calm, clear, and supportive, not transactional. Every screen had to assume the person on the other side might be anxious or hesitant, and design accordingly.Behind the user experience sat the scheduling complexity. Different psychologists have different availability, different consultation types, different durations. The system had to handle all of this without overwhelming the user with choices. It needed to surface only what was relevant once the user had chosen what they were booking, hiding the operational complexity behind a simple flow.Then there was payment. A counseling booking isn't real until payment clears, but the payment step is where most booking flows lose users. It had to be integrated directly into the booking experience, not pushed to a separate channel or a separate moment. The user needed to be able to complete everything, choosing a psychologist, picking a slot, paying, and confirming, in one sitting without leaving the platform.

The entire platform was designed and developed from the ground up. Public website, booking flow, scheduling engine, payment integration, and admin systems, all built as one. The platform isn't a website with booking added on. It's the operational backbone of a counseling practice, with a public interface in front of it.Assessment and counseling booking flow. Users can book either an assessment session or a counseling session, with the flow adapting based on what they need. Clear language, supportive UI, no jargon.Psychologist selection. A clean selection interface where users can choose the psychologist that fits their needs, with relevant context to help them decide. The selection feeds directly into the scheduling system, so users only see slots for the psychologist they chose.Real-time scheduling. Live availability across psychologists and session types. What the user sees is what's actually open, with no double-booking risk.Integrated payment. Payment is built into the booking flow, with multiple payment methods supported. A booking isn't confirmed until payment clears, but the user never has to leave the platform to make it happen.Notification system. Booking confirmations, reminders, and updates are delivered automatically. Users know what's happening at every step, without staff having to manually follow up.Admin tools for the practice. A back-end system gives the Personal Growth team visibility into bookings, payments, and schedules across all psychologists.The user-facing booking flow and the operational admin tools are two sides of the same platform, not two separate systems that happen to talk to each other. A booking made by a client flows directly into the practice's view of its schedule. A payment made by a client updates the practice's revenue view in real time. The system runs the practice from the inside while serving the client from the outside, which is what makes it a platform rather than a website.

A platform that handles the full booking journey. What used to require multiple touchpoints, manual coordination, and back-and-forth communication now happens in one flow. The user books, schedules, and pays without leaving the platform.A counseling practice running on a real system. Personal Growth no longer operates on workarounds. The booking, scheduling, payment, and admin tools all sit in one platform, designed around how a counseling practice actually operates.A foundation built for growth. The platform was designed from day one to scale with the practice, supporting more psychologists, more session types, and more bookings without needing to be rebuilt.

Build a platform that handles the full booking journey for assessment and counseling, from the moment a visitor arrives to the moment they're confirmed and paid. Designed for people who are looking for help, not for people who are looking for software.

Counseling, scheduling, and payment in one flow

A counseling practice doesn't just need a website. It needs a system that handles how clients actually find help: choosing the right psychologist, booking an assessment or counseling session, scheduling, and paying, all without making someone in a vulnerable moment fight the technology to get the support they need.

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Personal Growth

Power Charm Girls is the education platform behind Charm, one of Unicharm's largest consumer brands. The site already had gamification when we took it on. The problem was that none of it was doing engagement work for the brand.

The work was a handover. The site existed, the audience existed, the brand existed. The job was to take what was there and rebuild the engagement model from the ground up to match where the campaign was heading.The previous mechanics were experience-style. Users completed a questionnaire or watched a 360 VR walkthrough, then moved on. There was nothing pulling them back. The new direction needed mechanics with stickiness: gacha-style rewards, points that accumulate, returns that pay off. Different model, different code, different system thinking.Stickiness on its own wasn't enough. Gamification, comments, registration, and content interactions all needed to feed into the same points-based loyalty system. Otherwise the new platform would just be a collection of features, the same problem the old version had, dressed up differently. The point was to make every action a user took count toward something larger, so the site stopped being a series of moments and started being a single engagement loop.And all of it had to feel right for Charm's actual audience. These are women looking for education and entertainment, not gamers chasing points. The mechanics had to feel rewarding without feeling like a game. The loyalty system had to feel natural without feeling like a frequent flyer program.

The platform was rebuilt around a single principle: every meaningful action a user takes on the site should feed into the same engagement loop. The visual redesign aligned with the new campaign direction, with cleaner article layouts and a more engaging interface that still sits within Unicharm's brand standards. But the deeper work was the mechanics underneath.Gacha-style gamification. A daily gacha mechanic where users play to win between 20 and 500 points, with rewards layered in. Built for daily replay rather than one-time experience.Trivia Quiz mechanic. A daily trivia quiz where users earn points for answering correctly. Educational content turned into a points-earning activity that supports the brand's mission.Article interactions that count. Readers can read, share, and comment on articles, with each interaction tied back to the points system. One-way publishing became multi-directional engagement.ChaCha Gold Points loyalty system. A full loyalty engine sits behind the points, branded as ChaCha Gold Points to fit Charm's voice. Users track their balance, see their activity history, and redeem points for rewards.Mail blasting built into the platform. A direct mail blasting feature lets Charm's marketing team communicate with their registered audience from inside the same platform that captures them, without third-party tools.Simplified registration. Sign-up was streamlined to remove friction, with social login options added to lower the barrier for first-time users entering the loyalty system.The mechanics are designed to compound. A user signs up for points, logs in for points, reads an article for points, comments for points, plays Gacha for points, answers a Trivia question for points. None of these are large actions on their own. Together, they turn a content site into a system where every visit produces something the brand can build on, and gives the user a reason to come back tomorrow.

An engagement model that compounds. The previous version had engagement as a series of one-off experiences. The new platform turns every visit into an action that adds up: points earned, content engaged with, behavior captured.A loyalty system that gives the brand a returning audience. The loyalty layer gives Charm a structural reason for users to come back, alongside a database of engaged, opted-in users for the marketing team to work with.Marketing operating from one platform. With mail blasting built into the site, Charm's marketing team can run direct campaigns to their audience without external tools, keeping the brand-to-user relationship inside Charm's own platform.Aligned with the new campaign direction. The platform matches where Unicharm wanted the brand to go, with mechanics, loyalty logic, and design language all built around the new direction rather than retrofitted onto the old.

Rebuild the platform around a different model of gamification, one that connects every user action into a loyalty system, so the site stops being a series of experiences and starts being a returning engagement loop.

Rebuilding Charm's engagement platform for a new direction

The previous version had experience-style mechanics, questionnaires, 360° walkthroughs, things users completed once and then left. There was no point system, no loyalty layer, no reason to come back. With a new campaign direction and a vendor handover in motion, Charm needed a different kind of platform: one where every interaction added up to something for both the user and the brand.