Consumer Health Patient Portal

Secure messaging and a full patient portal lets patients stay connected—before, after, and in-between visits.

Our mission

Streamline patient information and make content actionable by directing users to where they want to go by re-evaluating our information architecture, content strategy, and the taxonomy of our sub-content.

Facts

25 Million Patients are registered with our portal, most of our clients rely on it

49% of provider executives said revamping the patient experience is one of their organization’s top three priorities over the next five years.
(PwC Health Research Institute I Top health industry issues of 2018: A year for resilience amid uncertainty)

92% of healthcare consumers surveyed said that improving customer experience should be a top strategic priority for medical providers

88% of respondents under age 40 said they will choose their next medical provider based on a strong online presence

90% of patients no longer feel obligated to stay with healthcare providers that don't deliver an overall satisfactory digital experience
(Black Book Research survey - The firm surveyed 650 health consumers through panel partners in the second quarter of 2018. The mean age of respondents was 37.2 years, and 44 percent of survey participants identified themselves as among the Millennial generation or younger.)

My Health Section

IA Problems

There is obvious confusion with the structure of the My Health section. It lands on the sub category “Test Results”. Although Test Results section is a very important category, other categories are equally important. Creating a My Health landing page with a dashboard was a priority. Goal was to incorporate all important information on one page for easy access based on client feedback.

My Health Landing

Information Architecture

Navigation

There is obvious confusion with the structure of the IA and navigation. It lands on the sub category “Test Results”. Although Test Results section is a very important category, other categories are equally important. Creating a My Health landing page with a dashboard was a priority. Goal was to incorporate all important information on one page for easy access based on client feedback.

Research Findings

• Unmoderated testing showed that users were confused how to find what they were looking for.

• Card Sorting (Optimal Workshop) showed a large variance of were categories and sub categories should sit

• Responsive web with mobile first was needed. This also brought to our attention that users wanted a patient portal on an IOS and Android Native app.

Navigation

With the early research gathered, I begin to consolidate repetitive action items and most importantly move towards a responsive navigation.