My Role
User Research, User Flows, Visual Design, Interaction Design, Prototyping, Usability Testing
Overview
The old Office Practicum patient portal was facing scalability and security concerns, and it was reliant on a dated and confusing CMS system. Parents and physicians frequently voiced their concern that they were having a hard time navigating the portal and since the portal was not responsive, they could not access important clinical information on their mobile devices.
Old patient portal
cOPilot Patient Portal
The cOPilot initiative was our chance to build a new patient portal from the ground up. We started by researching our users and creating personas. We sent out surveys to understand what they valued in a patient portal and how they would like to interact with their pediatrician.
Recruitment survey sent to parents
Personas
We began to define our MVP based on project goals, competitive analysis, and user feedback. Next, we began to lay out a high-level sitemap view of the patient portal and document where users could navigate and what options each view would offer.
cOPilot sitemap
We also started creating user flows to show how our users would create new cOPilot accounts through email or social media.
User flow for creating an account with an email
Next, we began to wireframe and sketch out what the visual interface would look like. Utilizing our patient engagement group, we discovered that our parents preferred to use websites on their mobile devices compared to a laptop by 75%. With this data, we wanted to rebuild our patient portal from the ground up with a mobile-first design philosophy in mind.
Early wireframe explorations
After wireframing, we moved onto refining the visual design. We created a foundational design system called Aviation that included page layouts, typography, buttons, input fields, data tables and many other design elements. We collaborated closely with development to create reusable React components out of the visual artifacts. The Aviation design system increased development output and made the handoff from design to implementation much easier.
Patient medication list
Parents can send and receive messages and add attachments
Appointment list showing scheduled and past appointments
cOPilot Control Panel
The control panel was designed to give our physicians a high-level view of all their organizations and practices. From the control panel, physicians could manage their staff, link new practices, and deactivate practices that might have merged with others.
Old admin view
Updated control panel showing organization cards with individual practices
Inside the practice settings, we wanted to give our physicians full control over how their patient portal looked, and control what they wanted to show and hide, based on what their practice offered. From the practice settings, physicians could set up office hours, upload a custom logo, create custom notifications, view activity reports and enable and disable features.
Practice settings view
