Patient Portal Redesign

The Problem

Users struggled to find their lab results and upcoming appointments. The interface was cluttered and inaccessible for older demographics.

The Process

I conducted 15 generative interviews with patients aged 50-75. We discovered that the medical jargon used in the navigation was a primary friction point. I restructured the information architecture and tested it using tree-testing methods.

The Execution Strategy

To tackle this challenge, I relied on a combination of deep research, iterative development, and tight feedback loops with stakeholders. We moved quickly to validate our core assumptions before scaling the solution.