🏥 Transforming Patient Engagement
Redesigned an end-to-end patient portal to increase appointment completions and ongoing engagement.
Overview
My Role
Product Designer
Duration
8 Weeks
Year
2024
The Team
Product Manager, Software Engineer, Clinical Ops, Stakeholder Leadership
Deliverables
- Journey MapService BlueprintAffinity DiagramWireframesPrototypeHi-fidelity Mockups
Tech & Tools
- Patient Growth
To protect client confidentiality and intellectual property, some visuals and data in this case study have been modified or obscured. The work shown represents a collaborative team effort.
Key Result
Private
Rebuilding Trust in a Fractured Experience
An already complex platform was losing its intended impact: users were confused by jargon, inconsistent visuals, and missing progress updates, leading to disengagement. The core risk was that without clarity and reliable feedback loops, both patients and their support networks would abandon the engagement flow, undermining clinical outcomes.
Designing for Usability Under Constraint
I led a rapid, cross-functional design refresh focused on simplifying the experience while preserving clinical value. We reprioritized goals visibility, cleaned up navigation, reduced UI complexity, and added interaction affordances (like activity filters, likes, and a message flow) to re-engage patients and families. Internal prototype testing informed iterations under a compressed 6-week design / 12-week delivery window, aligning stakeholders through weekly workshops and incremental deliveries.
Restoring Clarity and Confidence in Care
Post-refresh, engagement signals stabilized and stakeholders regained confidence—clinicians spent less time hunting for goal context, families had clearer visibility, and internal momentum on demos increased. Early internal validation showed reduced clinician overhead (from 6 to 3 hours/week per patient) and stronger perceived value from both patients and families.
Key Problems Addressed
Low signups
High Impact AreaPeople come to your site but never sign up or get started.
Poor engagement
Session time < 30sPeople visit your site briefly then leave without taking action.
High user churn or low retention
High Impact AreaA significant percentage of users stop using the product or service after a short period, failing to become long-term, active customers.
Complex interfaces
High Impact AreaPeople struggle to find what they need and get frustrated.
Inconsistent UI across platforms
High Impact AreaThe user interface looks and behaves differently across various devices (desktop, mobile, tablet) or platforms (web, iOS, Android), leading to a disjointed user experience.
Key Solutions Included
Get more patients booked faster
Proven ROITurn first-time visitors into repeat bookings with a smooth, 4-step signup flow.
Discover how to engage patients
Targeted user insightsDiscover your portal’s top UX blockers—and get a clear action plan to boost bookings.
Discover why patients get stuck
+15% conversion liftWe’ll show you where patients struggle in your portal. Then you’ll get a clear plan to fix it and boost bookings.
See It In Action
📉 Reducing Out-of-Pocket Costs
40% of adults say they have delayed needed care due to the cost. CareHive’s Site of Care solution improves access to high-value providers while reducing the cost of care.
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