Patient Portal UX Overhaul
Harborview's patient portal was functional but frustrating — patients were calling the front desk to do things the portal was supposed to handle.
Concept case study — client, brief and figures are illustrative
- Concept client
- Harborview Health Partners
- Year
- 2024
- Timeline
- 10 weeks
Explore the live demo
A working preview of the patient portal we shipped. Book a slot, browse records, and switch views to see it adapt across devices.
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Dr. Elena Marsh
Primary Care · Tue, Jul 14 · 10:30 AM
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Prescriptions
Challenge & solution
A quick look at what we walked into and how we approached it.
Booking an appointment took an average of 9 clicks, records were buried under confusing navigation, and the portal failed basic accessibility checks.
We ran usability sessions with real patients, redesigned booking around a 3-step flow, and rebuilt the UI on an accessible design system that passes WCAG AA.
What a project like this can achieve
Figures are modelled targets for this concept project, not measured client results.
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