SafeRide
Redesigned a healthcare provider's patient portal to reduce appointment scheduling friction and improve medication management for 2.3M active users.
The existing patient portal suffered from poor information architecture and a convoluted scheduling flow that required an average of 8 clicks to book an appointment. Through extensive user interviews with 47 patients across different age groups and technical proficiency levels, I identified three critical pain points: unclear navigation labels, buried prescription management features, and a lack of appointment modification capabilities.
I led a complete redesign focused on streamlining the most frequent user tasks. The new IA surfaced appointment scheduling and prescription refills directly on the dashboard. I introduced a calendar-first booking interface that reduced the scheduling flow to 3 clicks, with real-time availability and the ability to filter by provider specialty and location.
For medication management, I designed a visual timeline view showing current prescriptions, refill dates, and easy-access refill buttons. User testing with 23 participants revealed that the timeline metaphor significantly improved comprehension compared to the previous list format.
I collaborated closely with the development team to ensure HIPAA compliance throughout the design process and worked with the analytics team to establish success metrics. Post-launch data showed immediate improvements in task completion rates and a notable decrease in support calls related to scheduling confusion.
The existing patient portal suffered from poor information architecture and a convoluted scheduling flow that required an average of 8 clicks to book an appointment. Through extensive user interviews with 47 patients across different age groups and technical proficiency levels, I identified three critical pain points: unclear navigation labels, buried prescription management features, and a lack of appointment modification capabilities.
I led a complete redesign focused on streamlining the most frequent user tasks. The new IA surfaced appointment scheduling and prescription refills directly on the dashboard. I introduced a calendar-first booking interface that reduced the scheduling flow to 3 clicks, with real-time availability and the ability to filter by provider specialty and location.
For medication management, I designed a visual timeline view showing current prescriptions, refill dates, and easy-access refill buttons. User testing with 23 participants revealed that the timeline metaphor significantly improved comprehension compared to the previous list format.
I collaborated closely with the development team to ensure HIPAA compliance throughout the design process and worked with the analytics team to establish success metrics. Post-launch data showed immediate improvements in task completion rates and a notable decrease in support calls related to scheduling confusion.