Patient Portal - Research
The patient portal is the biggest opportunity to address most of the participant pain points. It is 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 will be 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 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.
• Synthesized research findings into the product and design strategy.
• Collaborated with cross-functional teams to develop moderation guides.
• Low-High Fidelity prototype builds
Solution:
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. 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.
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
• Design Strategy
• Visual Design
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.
Key Outcomes:
• Reduced patient drop-off rate
• Higher engagement
• Improved funnel conversion
• Increase in monthly Patient Portal account creations
• Decreased no-show rate
