The client sought to reimagine its mobile experience by unifying scheduling, care access, coaching, and chronic-condition management into one holistic app. The goal was to replace fragmented, transactional flows with a personalized “health companion” that drives proactive engagement.
As UX Consultant, I helped facilitate on-site discovery workshops, conducted a competitive analysis, and delivered end-to-end wireframes, mockups, and an interactive prototype.
Role:
UX Consultant
Industry:
Healthcare
Tools Used:
Sketch, InVision, Optimal Workshop
“We want to take the transactional feel out of healthcare. It should feel like a conversation—not just an appointment.” – Executive stakeholder, Day 1 workshop
“Healthcare is changing. People expect everything to be digital, immediate, and personalized. If we don’t meet them there, someone else will.” – Executive stakeholder, Day 1 workshop
Discovery & Research
Stakeholder workshops with executives and product leads to define success metrics: engagement, satisfaction, MyChart conversion, and positioning as digital-health leader.
Persona and journey mapping: Chronic Charlie, Episodic Esther, Occasional Olivia, Caretaker Carrie, Non-customer Nellie; to identify gaps in scheduling, chronic-care tracking, and preventive nudges.
Card-sorting exercise with 33 participants: 82% rated appointment booking and test-result viewing as “Very Important,” and 76% prioritized progress-over-time dashboards.
Collaborated with Product and Engineering to validate feasibility of MyChart integration, coaching sync, and multi-device support.
Solution Vision Statement
"The [Patient Care App] is a mobile application that empowers users to transform their healthcare journey into a frictionless, holistic, and integrated experience. Unlike other healthcare mobile apps, the [Patient Care App] allows the customer to connect their healthcare journey directly with a network of healthcare professionals, expert support staff, and social communities in order to sustain lasting change and attain measurable success."
Research Findings
Appointment management and test-result access emerged as MVP must-haves (82%).
Progress tracking for chronic conditions was vital to 76% of users, guiding our dashboard design.
Demand for contextual coaching and wearable integration signaled clear future-state opportunities.
Competitive review confirmed no direct competitor combined MyChart features with social communities and preventive nudges.
Design & Prototyping
Created low-fidelity wireframes and flows for appointment booking, procedure prep, and chronic care tracking.
Aligned the high-fidelity design with MyChart’s architecture to reduce cognitive load.
Tailored content and functionality by persona type to avoid feature bloat and improve usability across audiences.
Adjusted feature scope based on early feedback, prioritizing universal tools over niche use cases in MVP.
