Challenge
Patients struggled with registration and follow-up tasks because the flow used technical language and fragmented screens.
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UI-UX - 2024
HealthTech Patient Portal Experience
Redesigned patient onboarding and dashboard journeys to reduce support tickets and improve completion rates.
Patient portal flow redesign / Fewer support tickets, smoother onboarding
Overview / Client
Regional HealthTech Company
Overview / Role
Lead Product Designer
Overview / Year
2024
Overview / Stack
Figma - Design QA - UX Writing
Overview / Duration
7 weeks
Overview / Category
UI-UX
Solution
Created a clearer onboarding path with simplified language, stronger visual hierarchy, and task-based navigation.
Gallery
Key visuals and system snapshots
Registration and identity flow
Simplified first-touch flow with patient-friendly language and clearer status guidance.
Dashboard information hierarchy
Core tasks and upcoming care actions surfaced above secondary content.
Usability validation set
Iterative screen adjustments based on moderated patient testing sessions.
Task completion
+22%
For first-time patient journeys.
Support tickets
-19%
Related to onboarding and appointment flows.
Flow drop-off
-16%
From sign-up to first consultation step.
Process & Design
- +Interview support and operations teams to identify friction points.
- +Map patient task journeys from sign-up to first consultation.
- +Redesign dashboard information architecture and key service flows.
- +Run moderated usability tests on high-friction steps.
- +Ship updated UI spec and collaborate on rollout QA.
Result & Impact
Reduced onboarding confusion and improved key task completion, while decreasing support dependency during first-use.
“Patients now understand what to do next without calling support. The UX improvements were immediate.”