About
The Patient Portal redesign was a highly engaging project fueled by our team's collective passion for improving user experiences. Given our personal encounters with cumbersome patient portals, we set out to create a more intuitive platform that prioritizes easy access to essential information, enhances bill payment processes, and streamlines appointment scheduling.
Project Initiation
To kick off the project, we collaborated closely with our Product Management team to conduct a series of discovery workshops. Our first workshop focused on mapping the patient intake process within clinical practices. We identified key activities that patients must complete and translated these into user tasks and stories, ensuring a user-centric approach from the outset.
Recognizing the importance of empathy in design, we created an empathy map to highlight both the frustrations users face and potential opportunities for enhancing their experience. This exercise helped us align our goals with real user needs.
Project Information
- Company : Greenway Health
- Length : 2023, 1 year
- Category : Healthcare
- Persona : Patients
- Devices: Mobile
Design and Development
Building on our discovery exercises, we began crafting low-fidelity mockups, iteratively refining them into interactive prototypes. We engaged with our internal Functional Advisory Boards (FABs), composed of client representatives, to review these initial concepts every two weeks. Their feedback was invaluable in shaping our designs.
To further validate our prototypes, we conducted usability testing to ensure that the redesigned portal met user expectations and addressed previously identified pain points.
Outcome
The redesign of the Patient Portal has resulted in a more user-friendly experience, empowering patients to easily access the information they need while improving overall efficiency in bill payment and scheduling. The project not only reflects our commitment to user-centered design but also our dedication to transforming the patient experience in healthcare.