Vård Guide
Healthcare for
newcomers in Sweden

Service tier overview: free triage vs premium features, Region Skåne anchor unit, and the human escalation agent model.

Track A maps the paying newcomer from discovery through conversion. Track B maps the Region Skåne institutional engagement pathway.

Four-column service blueprint covering customer actions, frontstage, backstage, and support processes across hear → send → get guidance → take action.

HMW: connecting newcomers with experienced bilingual peers. Five-stage blueprint across discover → match → session → act → return, with Region Skåne as structural partner.

Six Thinking Hats evaluation of HMW1 (WhatsApp chatbot) and HMW3 (Peer Navigator), scored across business potential, user value, feasibility, and passion.

Random word association leading to the BRIDGE metaphor, negative ideation reversal generating the core service logic, and NABC business case framing.

Complete system overview: service tiers, human element, newcomer journey stages, stakeholders, and technical infrastructure mapped as a single connected tree.

Original Figma chatbot design showing the WhatsApp-style interface concept before HTML implementation.

Side-by-side comparison of the prototype in free and premium states, plus general information, one-touch nurse, and payment flow screens.

Visual summary of the newcomer journey, trust moment, premium conversion logic, human safety net, and pricing model in a single infographic.

Initial welcome screen (free vs premium) and symptom input flow.

Emergency routing to 112 and non-urgent routing to vårdcentral with address.

Scripted guidance for clinic interaction and 1177 nurse hotline with calling phrases.

Premium feature list and pricing, simulated payment, and unlock code entry.

Post-unlock dashboard, Försäkringskassan letter explanation with action steps and call number.

Mental health specialist routing with crisis resources and medication guidance for Ibuprofen and Amoxicillin.

Emotional user journey across four phases: Discovery & Barrier (frames 1–3), First Contact & Trust Moment (4–6), Trust Reinforced & New Problem (7–8), and Premium Conversion & Outcome (9–11). Includes emotional journey arc from curious to confident.

Covers key decisions in journey mapping and service blueprint design, prototyping rationale, and an in-depth discussion of assumptions, feasibility, and ethics — including clinical harm mitigation, the GDPR/Meta data sovereignty tension, and the freemium payment model in a context of financial precarity.