Healthcare Portal
User Research
Designing an accessible, patient-centered digital experience that simplifies health data management and improves care coordination.
Background
A regional healthcare network needed to redesign their patient portal to improve engagement and reduce the burden on their call center. The existing portal had low adoption rates and patients struggled with basic tasks like viewing test results and scheduling appointments.
Research Goal: Understand patient needs, pain points, and behaviors to inform a human-centered redesign that prioritizes accessibility and usability.
Research Methods
In-depth Interviews
24 one-on-one sessions with patients of varying ages and health conditions
Usability Testing
Task-based testing with current portal and paper prototypes
Contextual Inquiry
Observing patients interact with health tech in their homes
User Personas
Sarah, 72
Track medications and manage multiple conditions independently
Small text, confusing navigation, too many passwords to remember
Moderate - uses smartphone for calls and photos
Marcus, 34
Quick access to family health info and easy appointment booking
Time-consuming processes, can't book appointments outside office hours
High - expects mobile-first, instant experiences
Key Findings
Accessibility Barriers
67% of senior patients struggled with small text and low contrast. Many relied on family members to use the portal, defeating the purpose of self-service.
Medical Jargon Confusion
Patients didn't understand test results or clinical terminology. 82% wanted plain-language explanations and contextual help for medical terms.
Scheduling Friction
The appointment booking process required 7+ steps and didn't show provider availability. Patients abandoned midway and called the office instead.
Trust & Privacy Concerns
Many patients worried about data security but couldn't find information about privacy protections. Clear communication about security measures was essential.
Design Recommendations
Priority Changes
- â–¸Implement WCAG AAA contrast standards for text readability
- â–¸Add adjustable font size controls on every page
- â–¸Provide plain-language summaries for all test results
- â–¸Streamline appointment booking to 3 steps maximum
Enhanced Features
- â–¸Medication reminders with visual confirmation
- â–¸Family member access for caregiving support
- â–¸Secure messaging with care team responses
- â–¸Health goals tracking with progress visualization
Prototype Testing
Dashboard Redesign
Clean, card-based layout with large touch targets and clear visual hierarchy
Mobile Optimization
Responsive design with simplified navigation for on-the-go access
Impact & Next Steps
The research findings informed a complete portal redesign focused on accessibility and simplicity. Follow-up testing showed dramatic improvements in patient satisfaction and task completion rates. The healthcare network is now rolling out the new design across all facilities, with plans to expand features based on continued user feedback.