MedSync — Healthcare Patient Portal
Full UX/UI redesign of a healthcare patient portal — appointment booking, medical records, prescription tracking, and secure doctor messaging in one clean interface.
Project Details
MedSync is a patient-facing healthcare portal used by a network of 12 clinics. The existing interface had a 38% abandonment rate on the appointment booking flow and frequent support tickets about navigation. Our redesign began with a comprehensive UX audit, identifying 22 distinct usability issues across 6 key flows. The new design consolidates appointment booking, medical records access, prescription refill requests, lab result viewing, and secure doctor messaging into a clean, accessible interface that meets WCAG 2.1 AA standards throughout.
Deliverables
Industry
Healthcare / MedTech
Delivery
18–22 Days
Project Research
We ran moderated usability testing with 18 patients across age groups 25–72 — a critical range for a healthcare product. Older users consistently struggled with the existing contrast ratios and small tap targets. We implemented a typographic scale starting at 16px base, a 44px minimum touch target standard, and a simplified navigation structure reduced from 9 top-level items to 4. We also ran a card-sorting study with 25 patients to restructure the information architecture around patient mental models rather than backend system structure.
Project Results
Post-launch metrics showed a 61% reduction in appointment booking abandonment. Support ticket volume related to navigation dropped by 54% in the first month. Patient satisfaction scores on the portal increased from 3.1 to 4.7 out of 5. The accessibility improvements resulted in a 28% increase in usage from patients aged 60+. The design system created for MedSync has since been adopted across 3 additional clinic networks within the same group.
