Redesigned an end-to-end patient portal to increase appointment completions and ongoing engagement.
Product Designer
8 Weeks
2024
Product Manager, Software Engineer, Clinical Ops, Stakeholder Leadership
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.
Private
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.
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.
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.
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