Patient Portal
The patient portal was the biggest opportunity to address significant patient challenges. It's the part of the experience that orients the user’s expectations of what they will engage in, and it is intended to improve the overall experience through new interactions, self-service capabilities, and informational resources.
The portal was first introduced to patients within the Screener and drive continued engagement throughout the entirety of their study experience (and beyond).
By bringing greater clarity to the patient experience, we expect improved retention, study compliance, and an increase in patient-to-patient referrals. Ultimately, the portal will also become a ‘one-stop shop’ for marketing and sites to communicate with patients while enriching the patient database in a consistent manner.
Skills:
• Worked closely with the research teams to establish the testing framework
• Design research and strategy
• Creative direction and visual design
• IA & Wireframe build (including low-high fidelity prototyping)
Key Objectives:
• Connect for a seamless transition between online and offline engagements
• Reduce patient drop-off rate while increasing engagement
• Decreased no-show rates with notifications and virtual visits
• Design a flexible MVP for future expansion• Create a self-driven experience that puts the patient first
Solution:
The team adopted a human-centered approach, progressing through stages of concept development and ideation, patient research, feature evaluation, and SUS scoring, ultimately validating our design decisions.
Concept & Ideation
The first phase of this initiative focused on conceptualization and reimagining how patients and sites engage. Keeping our key objectives in mind, we looked closely at critical points in the experience where connecting with sites could provide value, especially through appointment expectations and continuity of care between provider and patient. We also explored ways to create a more personalized experience that better aligns with patient expectations for both visual appeal and functionality.
Patient Portal - Research
To bring our concepts and ideas to life, we began by engaging with patients through research to gain a deeper understanding of the landscape, starting with the fundamentals of communication. Through qualitative findings and design recommendations from usability testing and heuristic analysis, actionable insights were captured to improve user engagements.
Solution:
We partnered with Ogilvy Experience Research to learn how participants interact with sites during their trial journey, identifying their preferences, pain points, challenges, and successes. Additionally, we explored how patients typically engage with sites online to validate some of the assumptions underlying our concepts. This foundational insight was crucial in shaping and guiding our future design decisions.
My Role:
• Collaborated with cross-functional teams to develop moderation guide
• Reviewed participant output to understand and to align key outcomes
• Synthesized research findings into the product and design strategy
Themes:
• Minimize moments of skepticism by instilling trust at every stage
• Expectations and information provided was not always clear to participant
• Organization and heuristics of content was inconsistent
Next Steps:
• Strong focus on usability and markers of trust are clear
• Clarity of information to ensure expectations were being met
• Organization of information for a consistent flow for individual journeys
Patient Portal - MVP
The platform looks to deliver significant value to patients by reducing the effort required for returning users and offering a personalized experience tailored to their needs. It helps convey a sense of progress throughout their healthcare journey, giving them greater access to their own information. New communication channels enhance interaction between patients and providers, improving overall engagement. For new patients, the platform signals trustworthiness, reassuring them that they’re in good hands. It also fosters a sense of belonging, showing patients they are part of something larger—an interconnected, supportive healthcare community dedicated to their well-being.
Skills:
• Designed all UX
• Native iOS/Android design
• Enterprise level problem solving
• Developed and implemented overall design strategy
• Creative and Visual design direction
Solution:
The solution provides a comprehensive approach to improving patient engagement and streamlining the healthcare experience. It includes a well-organized study timeline with scheduled appointments and detailed appointment information, with vFoV integration for easy start and rescheduling. A dedicated message center supports confirmations and reminders, ensuring patients stay informed. Patients can set preferences, and easy access to "Need Help" or "Contact Us" features enhances user support. The experience is contained and orchestrated, providing new ways for patients to interact with the site while supporting DCT (Decentralized Clinical Trials). This solution also introduces fresh methods to measure patient engagement, demonstrating added value for both patients and the business.
Desired Outcomes:
• Reduce patient drop-off rate
• Higher engagement between patient and site coordinators
• Improved funnel conversions
• Increase in monthly Patient Portal account creations
• Decreased no-show rate
