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CASE STUDY

HEALTHCARE AGENCY PORTAL

CHALLENGE & ROLE

PRODUCT DESIGN MANAGER
  • Design manager leading agile redesign of a global healthcare portal
  • Pioneered use of inclusive UX design practices for disabled users
  • Slashed support call volume & reduced support costs 38%.
  • For Complia Health, a Chicago-based multinational

ANALYSIS

Analyzed research to identify the key patient & care agency personas & task flows. Created IA & optimized user journeys for key tasks.

ACTIONS

Led onboarding & health dashboard design to help elderly & diabled users use the portal:
  • Streamlined patient scheduling of their own services
  • Boosted ease of patient & care agency communication
  • Simplified & automated billing and payments
Directed & led iterative design activities: research, style guide, wireframes, prototypes, testing.

RESULTS & ITERATION

  • Iteratively refined flows to reduce costs while improving quality of care.
  • Pioneered inclusive design so that disabled users were more self-sufficient.
  • Slashed support calls by 85%. Estimated support costs reduced 38%

Bill is able to take a concept with very limited detail and come back to you with quite comprehensive personas and incredible user-centric designs. We were very happy with the work Bill produced for us.

Kyle Stewart

Global Head of Product at Complia Health

Bill was a great addition to our Healthcare Portal project. He was able to quickly come on board and get up to speed. It was clear from the start that his extensive experience was going to steer the design of the product in the right direction. Bill worked really well with the team and was a pleasure to have in the office. I hope to work with him again.

Dom Richards

Development Manager at Complia Health

Details? Read the design story

  • responsive web
  • health care
  • information architecture
  • commerce
  • non-tech users

THE CHALLENGE
& ROLE

RESPONSIVE WEB HEALTHCARE PORTAL

Chicago-based multinational Complia Health needed a redesign of a healthcare portal to give elderly & disabled users more control over their care, billing & communication with care agencies. Care agency clients needed to offer better care at lower cost, as well we rebrand the experience.

PRODUCT DESIGN MANAGER

I was responsible for building & managing the design team, establishing UX strategy, flow & design deliverables. I oversaw & managed research, visuals, copywriting & testing of the healthcare portal.

ANALYSIS

HELP NON-TECH SAVVY USERS ACCESS HEALTHCARE

Gained insights from the product team & external stakeholders to identify the key design goals of increasing client autonomy while reducing costly support calls. Since the portal was licensed & rebranded by Complia Health to health care agencies, the design accounted for use by care agency staff, as well as their patients.

  • Determined key tasks for personas 1 & 2, elderly or disabled seniors with failing vision, motor control & working memory.
  • Determined key tasks for persona 3, less-challenged family members & persona 4, care agency staff accessing the portal.
  • Incorporated a deep dive on best practices in addressing the needs of disabled seniors.
  • Created a plan to address key issues that held back previous versions of the portal. Eliminated low value tasks that detracted from the value proposition.

ACTIONS

SIMPLER TASK FLOWS FOR ALL USERS

Onboarding & Daily Use
  • Designed a startup experience to set a positive tone & introduce the new interface.
  • Created a Health Dashboard as an inviting daily first screen.
  • Led cross-functional team including content strategy, research, UX writing, UI design & front-end development.
  • Oversaw visual design & rebranding style guide for developers & care agencies.
  • Designed a responsive web experience & test plan for desktop, phone & tablet use.

Designing for Older, Disabled Users
  • Oversaw the implementation of best practices in fonts, colors, input methods & layout for accessibility-challenged users.
  • Designed a system to allow a patient’s support network to assist in care & billing while respecting patient autonomy.
  • Broke down complex tasks into simplified steps that forgave user errors.  

RESULTS & ITERATION

A REBRANDABLE CARE DELIVERY PORTAL

  • Iteratively designed the flows, wireframes & clickable prototypes in design/dev sprints guided by usability testing from support, the product team & external stakeholders.
  • The care agencies were very pleased that the new portal design was an empowering value add to their clients, while they benefited from a greatly reduced list of daily long phone calls with staff.
  • Slashed support call volume by estimated 85%, while increasing client control of their own care by 45%. Reduced daily support costs by ~38%.
  • The new design also introduced a flexible framework to bring on more care agencies & to introduce future iterations to meet the growing needs of each care agency.
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