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Overview​

Hyland Software's Patient Portal design initiative aims to provide an intuitive, user-friendly, and secure digital platform which empowers patients to seamlessly access their health information, communicate with healthcare providers, and manage their medical needs efficiently.

 

Business and Design Objectives

Drive customer retention and growth in the healthcare sector by delivering a best-in-class digital front door experience that empowers providers to improve patient satisfaction, reduce administrative overhead, and strengthen interoperability across systems.

 

Project Involvement

Hands on UX Design Manager balancing strategic leadership with active contribution to the design process by defining UX vision and strategy, alignment of business goals with patient needs, and designing key interactions and taskflows while mentoring designers and guiding developers.

 

Tools

Pendo, Figma, Jira, Confluence

Challenges & Opportunities

Create a patient portal consisting of humanized language, a mobile-first responsiveness, prioritizing clarity over complexity and ensuring an inclusive design that's accessible by design.

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User Interview Highlights:
 

  • 42% of patients found portal registration and login confusing 
     

  • Medical jargon is confusing
     

  • Lack of clarity regarding portal benefits
     

  • Difficult to understand billing charges
     

  • Buttons are difficult to actuate

​Customer Interview Notables:
 

  • "Too many clicks to do anything"
     

  • "I just call the office, portal is confusing"
     

  • ​"I never found the uploaded results"

Mapping the End - to - End Experience

I initiated the design phase by breaking down the user journey into critical areas such as awareness, account creation, initial login, task completion, ongoing engagement, and patient support & escalation.

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Registration Process
 

  • Mapping specific registration and onboarding scenarios greatly simplified the journey and helped surface ancillary tasks
     

  • Involving healthcare admins, nurses, and patient reps early on allowed me and the team to meaningfully co-create with the stakeholders as well as validate journey stages and emotional insights
     

  • Visualizing the journey also allowed me and the team to highlight the personas, timelines, tasks, pain points along with the 
    backend systems (e.g. Hyland OnBase)

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Designing Relevant Patient Information 
In creating a clutter - free interface, I had to carefully balance visual design and human-computer interaction principles with the customer feedback in such a way that visual appointments of colors and other elements don't compete with relevant content and overwhelm users.

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  • Taking verbosity into consideration, it was imperative that relevant information is layered in such a way that looks simple with the capability to deep dive
     

  • Calls to action are succinct and clearly communicated

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  • Main components are arranged left to right / top to bottom
for easier visual scanning
     

  • Click / tap to call phone number
     

  • Appointments threshold – display 1 and employ ‘Show All’.

Design Consistencies:
 

  • Enhanced UI reflects consistent positioning
    of key components ensuring familiarity
     

  • Tiles, cards, meaningful iconography, hi-res imagery and adorners reflect a more modern layout while ensuring accessibility compliance

The Delivered Product 
Reflects a healthcare-compliant interface that balances accessibility, trust, and functional clarity with a mobile-first design approach intended for patients and healthcare providers of all ages.

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