Patient Portal Redesign

A portal patients are asked to use, but struggle with

Many patient portals are built around hospital systems, not patients. People struggle to book visits, understand results and message their clinic, often on a phone and sometimes with accessibility needs. This concept starts from the patient, not the database.

Plain language, accessible from the first prototype

We would work with patients and front-desk staff to find the real pain points, then design mobile-first with WCAG 2.1 AA as a requirement from day one. Result wording would be written with, and approved by, clinicians.

1. 1
   ListenInterview patients and front-desk staff; review accessibility issues in the current portal.
2. 2
   SimplifyFocus on three jobs: appointments, results and messages.
3. 3
   DesignLarge tap targets, readable type and plain-language explanations of results.
4. 4
   TestUsability tests that include people using screen readers and keyboard-only navigation.

What we would decide, and why

What success would look like

This is a concept brief, so there are no results to report. These are the measures we would track if it were built, and what we would check first.

• Share of invited patients who finish sign-upCompare against the current activation rate
• Booking completion rateMeasured in analytics and usability tests
• Calls to the front desk about portal useTrack before and after launch

What we would check first

• Does the wording match what clinicians approve?
• Can users on older phones complete booking?
• Does the design meet the privacy rules that apply in your region?