Healthcare Portal Redesign
Complete redesign of patient portal improving accessibility and reducing support calls by 60%
Impact
60% reduction in support calls
Timeline
6 months
Role
Lead UX Designer
The Challenge
The existing patient portal had a 45% abandonment rate, with users struggling to schedule appointments, access test results, and communicate with healthcare providers. Support calls were overwhelming the call center, costing the organization significantly.
The Solution
Conducted extensive user research with patients of varying technical abilities and health conditions. Redesigned the information architecture, simplified navigation, and implemented WCAG 2.1 AAA accessibility standards. Created a design system for consistency across all patient touchpoints.
Design Process
Research & Discovery
- •User interviews with 45 patients
- •Accessibility audit
- •Competitive analysis
- •Stakeholder workshops
Design & Testing
- •Low-fidelity wireframes
- •Interactive prototypes
- •Usability testing (5 rounds)
- •Accessibility testing
Implementation & Launch
- •Design system creation
- •Developer handoff
- •Phased rollout
- •Post-launch monitoring
Key Results
60%
Reduction in support calls
85%
Task completion rate
4.6/5
User satisfaction score
35%
Increase in appointment bookings
Project Info
Client
Regional Healthcare Network
Team
3 designers, 2 researchers, 5 developers
Duration
6 months
"Mr. Byrnes transformed our patient experience. The new portal is intuitive, accessible, and has dramatically reduced the burden on our support team."
Sarah Mitchell
Chief Digital Officer