Service Designer (Clinical Services)

About Doctor.OneImagine this: You’re living with diabetes. Your last doctor’s appointment was weeks ago, and your next one is still far away. In between, questions come up, symptoms change, doubts appear—but the system isn’t really designed to support you in those moments. For many patients, care is still fragmented, reactive, and difficult to navigate. This is the reality for millions of people with chronic conditions—and this is exactly what we’re changing. Doctor.One is a Polish health-tech startup that has raised $4M (led by one of Germany’s leading healthcare investors, YZR Capital) to rethink how care is delivered and experienced. We’re building a model of continuous, relationship-based care—supported by technology—that connects patients and doctors beyond traditional visits and enables more proactive, personalized support. We design clinical services that bring together digital tools, care teams, and workflows into one cohesive experience. Our goal is to make care more accessible, more human, and better aligned with real patient and HCP needs—while thoughtfully leveraging technology, including AI, where it genuinely improves outcomes and efficiency. Here’s what we believe: even in a world increasingly shaped by AI, healthcare must remain deeply human. Technology should support clinicians and patients—not replace the trust, empathy, and relationships at the core of care. We’re a team of ~25 people on a mission to redesign how healthcare works—so that patients feel supported, clinicians can deliver better care, and the system works more smoothly for everyone involved. Does this resonate with you? Keep reading. About the CX team We’re building our CX and Service Design capabilities to shape how care is experienced end-to-end, and you’ll play a key role in this journey. You’ll work closely with our product, clinical, operations, and growth teams, helping design and evolve how our services actually work in real life—from both the patient and healthcare professional perspective. Here’s the challenge: We’re redesigning how care is delivered between visits, in a system that was never built for continuity. Your job? Understand the real needs of patients and clinicians, map and improve service journeys, and design solutions that connect digital tools, clinical workflows, and human interactions into one cohesive experience. This is not just about designing features—it’s about shaping how care happens. Requirements Must-have • 3+ years of experience in Service Design, UX Research, or Experience Design - ideally in healthcare, health-tech, or other complex service environments • Hands-on experience conducting qualitative and quantitative research, and translating insights into actionable improvements • Strong understanding of service design and human-centered design methods (e.g. journey mapping, service blueprinting, stakeholder mapping, prototype testing) • Familiarity with behavior change and engagement design, especially in the context of patient adherence or long-term service usage • Ability to work in fast-paced, evolving environments, iterating based on user insights and feedback • Strong communication skills in English and Polish (written and verbal) • Experience with tools such as Figma, Miro, Notion, or similar (for collaboration, mapping, and prototyping) • Solid understanding of research methods (interviews, usability testing, surveys, synthesis) • Data literac- ability to use product or research data inform decisions • Interest in or experience with AI tools supporting research, design, or service improvement Nice-to-have • Experience translating complex healthcare processes into clear, scalable service and experience improvements • Experience working on patient and healthcare professional (HCP) journeys, improving engagement, usability, and continuity of care • Experience working closely with cross-functional teams (product, clinical, CX, operations) • Ability to create prototypes and concepts that help test and communicate ideas • Experience facilitating workshops, journey mapping sessions, or co-design activities • Experience working in startup or scale-up environments Responsibilities What you’ll do As a Service Designer (Clinical Services), you will be a key contributor to how our clinical services are designed, delivered, and continuously improved. You’ll work at the intersection of product, clinical, and operations—translating real-world insights into service concepts, journeys, and workflows that actually work in practice. In plain English: you’ll be the person who looks at our services and asks: “How can we make care feel truly continuous and supportive for patients?” and “How can we design this in a way that helps clinicians deliver better care, with less friction?” Designing and improving care journeys • Map and improve patient and HCP journeys across the entire care experience • Identify gaps and inefficiencies in workflows • Translate challenges into actionable improvements Research & insight-driven design • Conduct qualitative and quantitative research • Synthesize insights into recommendations • Use tools (including AI) to accelerate insights Designing, prototyping and testing • Design service models and care pathways • Create journey maps, service blueprints, prototypes • Ensure consistency across touchpoints Driving engagement & adherence • Identify behavioral barriers • Design interventions supporting long-term engagement • Apply behavioral design principles Collaboration • Work with product, clinical, operations, and growth • Align priorities and implementation • Support AI integration in services Your success metrics • Improved patient and HCP experience • Better medical outcomes (e.g. adherence, continuity) • Scalable service solutions • Improved operational efficiency Offer Why this role is exciting • Your work improves real health outcomes • You shape the future of healthcare delivery • You design beyond the screen (services, workflows, real-world experience) What we offer • Competitive salary and benefits • Health insurance • Flexible PTO • Hybrid work (Warsaw / Wrocław) • Fast-growing company • Meaningful work • Supportive, no-politics team