Patient portal,
trust-led.
A HIPAA-aware patient portal — appointments, records, and secure messaging — built around a calmer, mobile-first information architecture.
- HTML · CSS
- Next.js
- Tailwind
- Sector
- Healthcare · Patient
- Users
- Patients, care teams
- Scope
- IA · mobile UX · accessibility
- Surface
- Mobile + web
• 01 · Overview
Overview.
Designed a patient-facing portal for a multi-site care provider. The role: lead product designer, partnered with compliance, clinical, and engineering.
• 02 · Challenge
The challenge.
The legacy portal had a 1.8-star app store rating and a 28% one-week return rate. Patients couldn't find their own records, messaging was buried two screens deep, and accessibility was off-spec for 40% of WCAG 2.1 AA criteria.
• 03 · Process
Process.
Began with a content audit and 18 patient interviews across three age cohorts. Mapped accessibility gaps against WCAG 2.1 AA. Co-designed the IA with clinical staff to ensure clinically-required information stayed prominent without dominating the surface.
- 18 patient interviews across age cohorts
- Full WCAG 2.1 AA audit + remediation plan
- Clinical co-design for required-information IA
• 04 · Solution
Solution.
A four-tab mobile structure (Today, Records, Messages, Care Team) with a calming neutral palette and large, accessible type. Secure messaging surfaced as a primary tab. Records are searchable and filterable by event type.
- Four-tab mobile structure — predictable and learnable
- Records search across visits, results, and prescriptions
- Secure messaging with read receipts and care-team routing
- Full WCAG 2.1 AA conformance
• 05 · Results & metrics
Results.
- 1.8 → 4.6★app store rating
- +62%monthly active patients
- 45%fewer call-centre inbounds
