Product Design

Healthcare Patient Portal

Modernizing the telemedicine experience for a regional health network

Client

Regional Health Network

Role

Product Designer

Duration

4 months

Year

2024

Redesigned the patient-facing portal for a health network serving 200K+ patients across 12 facilities. The goal was to reduce appointment booking friction, improve telemedicine adoption, and meet WCAG 2.1 AA accessibility requirements across all touchpoints.

The Challenge

What we were up against

The existing patient portal had a 38% abandonment rate during the appointment booking flow. Patients over 65 — the largest demographic — reported that the interface was confusing and that they preferred calling the office instead. The telemedicine feature, launched during the pandemic, had seen adoption drop to 12% as patients returned to in-person visits, largely because the virtual visit experience was clunky and unreliable.

The Solution

How we solved it

I simplified the booking flow from 7 steps to 3, introduced a conversational UI pattern that guided patients through scheduling, and redesigned the telemedicine experience with a pre-visit checklist and one-click join. Every component was built with accessibility as a first-class requirement — large touch targets, high contrast ratios, screen reader optimization, and keyboard navigation throughout. I also designed a family management feature that let adult children manage appointments for elderly parents.

The Results