UX Design Healthcare Accessibility
Healthcare Patient Portal
Designed an accessible patient portal that simplifies appointment scheduling, test results, and provider communication.
Overview
A healthcare network needed a patient portal that worked for everyone — from tech-savvy millennials to seniors with limited digital experience.
The Challenge
The existing portal had a 67% abandonment rate. Patients couldn’t find basic information and gave up, calling the office instead.
My Role
UX Designer — focused on information architecture, accessibility compliance (WCAG AA), and interaction design.
Process
- Audit — Conducted a full accessibility and usability audit of the existing portal
- Research — Observed 20 patients using the portal in a clinical setting
- Redesign — Simplified the IA from 12 top-level sections to 4
- Validation — Tested with assistive technology users
Results
- Portal abandonment dropped from 67% to 12%
- Phone call volume to scheduling reduced by 45%
- WCAG AA compliance achieved across all pages
