Client's Testimonial

"Developers.dev was the perfect partner for this critical project. Their expertise in healthcare UX and accessibility was evident from day one. They transformed our clunky portal into an experience our patients actually want to use. The reduction in call volume to our front desks has been a game-changer for our staff."

Dr. Susan Taylor, Chief Medical Information Officer

Client Overview

Our client is a large healthcare provider in the United States with over 50 hospitals and clinics. Their existing patient portal was built on a legacy system that was difficult to navigate, especially on mobile devices. This resulted in low patient adoption, forcing most patients to call in for simple tasks like scheduling appointments or viewing lab results. The client's goal was two fold: to improve the patient experience by providing a modern, intuitive digital front door, and to increase operational efficiency by deflecting a significant volume of administrative phone calls to the self-service portal.

Problem

Less than 15% of the client's active patient base had logged into the portal in the last year. The cumbersome interface led to high task failure rates, particularly for scheduling appointments, which resulted in thousands of unnecessary, time-consuming phone calls to administrative staff each week.

Key Challenges

Poor Mobile Experience

The portal was not responsive, making it nearly unusable on smartphones.

Complex Navigation

Key features like "Schedule Appointment" and "View Results" were buried in confusing menus.

Accessibility Barriers

The design did not comply with WCAG standards, making it difficult for patients with disabilities to use.

Integration with Legacy Systems

The new design had to work with a complex backend of existing Electronic Health Record (EHR) systems.

Our Solution

We assembled a specialized UI/UX team with deep experience in healthcare and accessibility compliance. Our solution focused on simplicity, accessibility, and a mobile-first approach.

📱 Mobile-First Redesign

We started by designing a fully responsive experience for the smallest screen first, ensuring that core tasks were effortless to complete on a smartphone.

📋 Task-Oriented Dashboard

Upon logging in, the new dashboard immediately presents the user with the four most common tasks: Schedule an Appointment, View My Results, Message My Doctor, and Refill a Prescription.

➡️ Simplified Scheduling Flow

We redesigned the appointment scheduling process from a 10-step ordeal into a simple, 3-step guided flow, complete with smart provider recommendations.

♿ WCAG 2.1 AA Compliance

We designed the entire interface to meet strict accessibility standards, including proper color contrast, keyboard navigation, and screen reader compatibility.

Implementation and Execution

Phased Rollout

Conducted interviews with patients (of varying ages and tech-savviness) and administrative staff to understand pain points.

Driver Onboarding

Audited the existing portal for usability and accessibility issues, creating a benchmark for improvement.

Data Migration

Developed a new information architecture and created low-fidelity, mobile-first wireframes for the core user flows.

Cloud Infrastructure

Built an interactive prototype and conducted usability testing with a diverse group of patients, including those who use assistive technologies.

Continuous Iteration

Crafted a clean, calming, and accessible high-fidelity UI design, creating a component library for the development team.

Advanced Analytics

Provided detailed accessibility documentation and worked closely with the client's IT team to ensure the design was implemented correctly on top of their legacy systems.

Positive Outcome

📈 45% Increase in Online Appointment Scheduling

The ease of the new workflow led to a massive shift from phone calls to online self-service for booking appointments.

📉 30% Reduction in Administrative Call Volume

The client reported a sustained decrease in calls related to tasks that could now be easily completed online.

📊 300% Increase in Active Portal Users

The number of patients actively using the portal on a monthly basis tripled within six months of the full launch.

😊 Positive Patient Feedback

The client's patient satisfaction scores related to "ease of communication" and "access to information" saw a marked improvement.

Why Choose Us

🧠 Domain Expertise

We understand the unique challenges of healthcare UX.

♿ Accessibility First

We treat accessibility as a core requirement, not an afterthought.

📱 Mobile-First Approach

We design for how users live and work today.

🔍 User-Centric Research

Our solutions are based on feedback from real patients.

🤝 Operational Empathy

We designed to solve problems for both patients and staff.

💻 Technical Acumen

We knew how to design for integration with complex backend systems.

🤝 Collaborative Handoff

We ensured the design was implemented as intended.

⚡ Focus on Efficiency

We tied the user experience directly to operational cost savings.

🔒 Trust and Compliance

Our secure, certified process was ideal for handling sensitive patient data.

Conclusion

This project proves that a thoughtful, user-centered design can do more than just improve a digital product; it can fundamentally improve the patient experience and create significant operational efficiencies for large healthcare organizations. Developers.dev delivered a solution that was a win for patients, providers, and administrators alike.

Redesigning a Patient Portal to Boost Appointment Scheduling by 45% and Reduce Administrative Calls

Industry Healthcare Technology