Challenge

Patients faced frustration navigating the MyChart portal due to its fragmented design, making it difficult to access medical records, schedule appointments, and refill prescriptions. Engagement was low, and administrative staff spent significant time assisting patients.

My Role & Impact

As the Senior UX Designer, I led the research, design strategy, and execution of the patient dashboard. I collaborated closely with patients, healthcare providers, developers, and compliance teams to ensure a seamless, user-friendly experience. My influence shaped the project by:

• Conducting user research to uncover pain points and prioritize patient needs.

• Defining the information architecture and redesigning workflows for clarity and efficiency.

• Leading usability testing to refine interactions and improve accessibility.

• Working cross-functionally with developers to integrate real-time data securely while maintaining HIPAA compliance.

Solution

I designed a centralized, patient-centric dashboard with:

• Streamlined navigation for quick access to medical records, appointments, and prescriptions.

• Step-by-step prescription refill flow to reduce errors and improve efficiency.

• Onboarding guidance & mobile-friendly design to support accessibility and adoption.

Outcome

75% increase in task completion efficiency compared to MyChart.

• 60% increase in appointment bookings & prescription refills within three months.

• Reduced administrative workload by automating patient support tasks.

Key Takeaway

By leading a user-first design approach, advocating for simplicity, and collaborating across teams, I helped transform a frustrating healthcare experience into an intuitive, efficient platform that aligned with Providence Health’s mission.