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Belmar Cardiovascular
Role
UX Designer, Web Developer
Tools
Figma, HTML, CSS
Overview
Located in Seattle, Washington, Belmar Cardiopulmonary is a small clinic.
With over 20 years' experience in the field, David Early is the owner and manager of the business. His practice emphasizes one-on-one consultations with his patients and providing them with peace of mind and clear communication.
The problem
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A new website has been developed for David, but he would like to integrate a patient portal for viewing patient information, appointments, documents, and billing inquiries.
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He wants to make sure his clients do not encounter any friction while navigating the portal since they are not very tech savvy.
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Providing a very clear and easy-to-use experience is the goal to ensure his customers can find the practice if they are unable to contact it directly.
Research & Discovery
As soon as I joined this project, I realized there was no defined goal or scope of work. There was little knowledge on the part of the business owner of how much development work was required to integrate such a portal within his website.
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The user paths and journey were better defined after meeting with the business owner and asking him about the website's features.
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The following criteria must be met for the website's patient portal functionality to be successful:
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Request an appointment
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Review and update Personal and Health Information
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Announcement of billing updates
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Exchange messages/chat with practice
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I met with David (the owner of the business) several times to discuss the types of clients he serves and their personalities.In addition to mentioning the benefits of this patient portal for his practice, he also raised the following concerns:
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Due to the age range of his clients, it was crucial to provide a simple and distraction-free experience.
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David has over 78% of his clients preferring a one-on-one environment and is resistant to technology. However, David is growing quickly and will be opening practices across the state, not just in Seattle, so an in-patient portal is essential.
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In order to ease the experience of wayfinding, he felt it was important for it to be clear and concise, and the more "retro or outdated" the better.
UX user flows, examples shown per use case
Structure and flow layout helped the business owner understand how simple the flow is and how patients will not be distracted once logged in.
Ideation and Design
Since the platform where the website is hosted restricted the design of the UI, we decided to use standard text boxes and tabs to indicate wayfinding and the next steps customers need to take. With this, the user can easily identify where they are within the portal and there are no distractions.
Wireframe
Final Design
Conclusion
Given what needed to be done for this project to be considered successful, it was unique.
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Instead of following industry standards, I prioritized the needs of stakeholders and users.
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There was clear evidence and collected data that a modern and trendy interface would confuse users and create friction. As a result, I created an interface with very few distractions and elements, where the desired action can be completed in just 1 to 2 clicks. Additionally, the interface is clean, concise, and to the point, which was crucial to the project's success.
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The decision on UX and visuals helped with the following
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The reduction in cognitive load and the removal of unnecessary distractions have resulted in faster task completion and a more positive interaction with the platform.
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The emphasis on user-centered design aligns perfectly with the goal of providing accessible and efficient services to patients.
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Prioritizing clarity and ease of use, we have enhanced the overall user experience but also improved patient engagement and satisfaction.