HealthTechPatientPortalExperience

Challenge

Patients struggled with registration and follow-up tasks because the flow used technical language and fragmented screens.

Solution

Created a clearer onboarding path with simplified language, stronger visual hierarchy, and task-based navigation.

Process

1. +Interview support and operations teams to identify friction points.
2. +Map patient task journeys from sign-up to first consultation.
3. +Redesign dashboard information architecture and key service flows.
4. +Run moderated usability tests on high-friction steps.
5. +Ship updated UI spec and collaborate on rollout QA.

Result

Reduced onboarding confusion and improved key task completion, while decreasing support dependency during first-use.