Healthcare Portal UX Redesign Focused on Task Completion and Accessibility
A healthcare organization needed to improve a patient portal experience that caused confusion and support calls. We redesigned key flows, improved information architecture, and applied accessibility standards so patients could complete tasks quickly and confidently.
Confidential engagement. NDA available upon request.
33%
Higher Task Completion
41%
Lower Support Calls
WCAG
AA Target
7
Weeks to Rollout
About the Client
Industry
Healthcare
Company Size
Multi clinic network
Background
A patient portal used for appointments, documents, and communications. Usability problems created high call volumes and reduced adoption among older demographics.
UX Issues Identified
High friction in core tasks
Users struggled with scheduling, document access, and finding key information.
Accessibility gaps
Focus states, contrast, and form errors were inconsistent and difficult for assistive technology users.
Confusing navigation
Information architecture reflected internal org structure rather than patient workflows.
Low confidence and trust
Unclear status messages led to repeated actions and increased support calls.
The Mission
Improve task completion and accessibility, reduce support volume, and deliver a design system that engineering could implement consistently.
How We Approached It
01. Research and mapping
Week 1 to 2- User interviews and support ticket analysis
- Journey mapping for core tasks
- Accessibility audit of critical screens
- Information architecture redesign plan
02. Design and validation
Week 3 to 6- High fidelity design for key flows
- Interaction specs for forms and errors
- Prototype testing and iteration
- Handoff assets and component mapping
03. Implementation support
Week 7- Engineering pairing sessions
- QA checklist for accessibility and consistency
- Design system adoption guidance
- Release readiness review
Vulnerabilities Discovered
0
CRITICAL
1
HIGH
3
MEDIUM
1
LOW
Critical flows lacked clear validation and recovery
Errors surfaced late and did not guide users to resolution, increasing abandonment and calls.
Errors surfaced late and did not guide users to resolution, increasing abandonment and calls.
Inconsistent focus states
Keyboard navigation was unreliable due to missing or inconsistent focus styling.
Keyboard navigation was unreliable due to missing or inconsistent focus styling.
Contrast issues on key components
Several UI elements did not meet contrast expectations for accessibility.
Several UI elements did not meet contrast expectations for accessibility.
Navigation labels were unclear
Labels did not match patient language, reducing findability.
Labels did not match patient language, reducing findability.
Lack of consistent empty states
Users did not know what to do when content was missing or loading.
Users did not know what to do when content was missing or loading.
How We Fixed It
Workflow centered information architecture
Reorganized navigation and page structure around patient tasks rather than internal categories.
Accessible components and forms
Defined input patterns, error messages, and focus states aligned with accessibility targets.
Clear status and recovery states
Improved messaging for success, pending, and failure states to reduce repeated actions.
Measurable Outcomes
Patients completed tasks more easily and support volume decreased after the redesign and accessibility improvements.
33%
Higher Task Completion
41%
Lower Support Calls
WCAG
AA Target
24%
Higher Portal Adoption
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