Portal Redesign: Enhancing Pre-Surgical Readiness for Patients
My role
UX designer
UX researcher
Project manager
Target users
2 Million+ patients
Mobile & desktop users
Outcome
6% ↑ in HHx completion
27% ↓ in HHx support tickets
Contribution
High fidelity prototypes
Stakeholder interview
Project management
Duration
3 months
IMPACT
Results & metrics
Helped 2 million+ patients with health history creation to prepare for their surgery procedure. This ultimately is received by over 15,000 clinicians to ensure patients are filling out their health histories in time, and catching any high risk issues prior to surgery. With my portal redesign efforts, I was able to help our company:
6% ↑
Health Hx completion
27% ↓
Patient support ticket volume
100%
Roll out
BACKGROUND
Surgery centers use One Mnet Health’s SaaS platform, acquired from One Medical Passport, to streamline pre-op and post-op care. Patients submit their health histories and pre-op assessments via our portal, which then provides their information directly to the surgery centers for review.
CHALLENGE
User challenges
Patients are frustrated with (1) login issues (2) health history completion process. Drawing from my clinical background, my goal was to address their challenges and improve their experience.
PROCESS
Narrowing down the scope
In the project's early stages, we had considerable freedom to identify user pain points within our solutions. I concentrated our efforts on the high-impact areas. Our Facility Portal and our Patient Portal.
SURGICAL CASE WORKFLOW
Curious about the other portal's enhancement efforts? Check it out here.
Design process
MORE TO COME
Project story in progress…
Wait for me to spill the tea on how this project went 🫖 🍵
In short summary
Rushed timelines due to company acquisitions
Best practices were not in place, so I had to create work arounds to achieve our goals
Through trial and error, and change in communication style, a good workflow was created between UX & Dev
Outcome: Patients (especially the visually impaired) can now access their health history easier than before
I learned
Web Content Accessibility Guidelines (WCAG)
Project handoff example using Zeplin.io
Differences between web design v.s. mobile web app design
