Orlando Patient Portal

UI/UX Design

Redesign of the Orlando Patient Portal to reflect brand and increase patient engagement.

macbook portal
OVERVIEW

Orlando Health is one of Florida’s most comprehensive private, not-for-profit healthcare systems providing access to nearly two million Central Florida residents. Their free online patient portal provides a convenient and secure way to manage their patient health information.

I wanted to redesign the portal as a self-exploration project to apply UX principles and best practices and redesign it to be more user friendly.

My Role:
User Research, Interaction, Visual design, Prototyping & Testing

Duration:
Sept 2017 - Dec 2017

Tools:
Photoshop, Sketch, InDesign, InVision

THE CHALLENGE

This challenge is to redesign the patient portal interfacee to reflect the Orlando Health website brand. My research found published studies and surveys about the patient portal studies and patient engagement, and I used the results to bridge the functionality of the portal with a more user friendly interface that would increase patient engagement.

THE PROCESS
ohealthprocess
TARGET AUDIENCE
Who are the users?

I conducted research on the current and potential target market and found information from surveys and published articles with statistics for boomers and millennials. Source

milennial
Millenials
  • More interested in their medical records (57%) than any other content on online patient portals.
  • More likely to report the highest preference in accessing patient portals on the go (43% on smartphones).
  • They also want to be able to view personalized recommendations to improve their health (44%), information about additional services from their doctor (44%), and industry news about health topics of interest to them (23%).
boomer
Baby Boomers
  • 2/3 of older Americans have multiple chronic conditions and accounts for 66% of the country’s healthcare budget. With a rising need for care, Boomers are ripe for provider engagement.
  • In that same group, 70% say they do or would schedule appointments; 64% access/review medical records/test results; 60% ask their physicians questions; 58% order prescription refills, and 40% request a referral.
  • Boomers ages 55 to 64 accounted for the highest percentage (83%) of Americans who say they already do or would communicate with healthcare providers via a patient portal.
USER RESEARCH
Identify the Painpoints

A survey was conducted by a company, Software Advice, to find out the most used features for a patient portal. A random sample of 1,540 U.S. patients, collecting a minimum of 385 responses to each question. Here is a highlight of the most important findings. Source

Most Frustrating Features
features
Most Used Features
most used
Lack of Access
access
Competitor 1: Moffit Patient Portal

H. Lee Moffitt Cancer Center & Research Institute is a nonprofit cancer treatment and research center located in Tampa, Florida. MyMoffitt Patient Portal is a free, secure web-based service that allows Moffitt Cancer center to access their information.

moffit1
moffit2
moffit3
moffit4
Competitor 2: Athena Health

Athenahealth, Inc. is a publicly traded American company that provides network-enabled services for healthcare and point-of-care mobile apps to drive clinical and financial results for its hospital and ambulatory clients in the United States.

athena1
athena2
athena3
athena5
USER PERSONA
Understanding the User

Seniors and people with complicated medical history are the main users of patient portals as indicated from research. I made three personas to reflect these type of users.

persona1
persona2
persona3
USER INTERVIEW
Understanding the User

The Orlando Health patient portal is powered by FollowMyHealth. As it is only available to Orlando Health patients and providers, I interviewed a patient who had access to the portal.

Interview Highlights
  • Orlando Resident, middle aged Caucasian Female
  • Busy parent of child with serious condition
  • Adept at use of general use of technology
  • Visits doctors regularly
  • function problems as records not connected to database.
  • difficulty navigating due to clunky interface
  • no scheduling system
  • can’t share video or images with journal
RESEARCH INSIGHTS
Identify the problems and opportunities

From all the research, surveys, and interviews and brainstorming session, I categorized the solutions for the problem space and what new features to add to the portal.

pain
Painpoints
  • trouble login
  • trouble registration
  • don't know how to opt out
  • confusing navigation
  • Interface is confusing and outdated
  • No scheduing or billing
  • can't understand medical jargon and health data
  • Can't upload images or audio
idea
Opportunities
  • Clear follow up instructions and health implications
  • Disease moniter trends
  • Visual alerts and updates
  • Interactive results
  • Prescription and schedule appointments
  • Visual data and progress
features
New Features
  • print out records
  • organize health records
  • Calenders and Reminders
  • Health Education
  • Secure Messaging to Providers
  • View health results
  • View billing and payments
  • Manage prescriptions
  • Fill out Previsit Forms
  • Update medical history
CARDSORTING
Defining functionalities
cardsort

Following the F pattern layout, I changed navigation to the left menu since that's where the users eye tends to gravitate first. The navigation I had in mind would be like that of a dashboard. Changes I made are:

  • I separated the lab reports and prescription from the health profile to make it more apparent for users to acess since it’s one of their main priorities
  • Prescription will have refill function and list of current and past medications
  • Appointments will have current appointments, scheduling system, and new patient forms
INFORMATION ARCHITECTURE
Site-map
sitemap
USER FLOW
Features + Persona + Scenerio = Ideal Flow
userflow
JOURNEY MAP
Features + Persona + Scenerio = Ideal Flow
journeymap
WIREFRAMES
Low-fidelity Prototyping

After I had a better understanding of user goals and behaviours, I have listed some key features of the portal below in order to create low-fidelity wireframes.

loginportal
dash
portalbill
bill
lab
med
schedule
resource
inbox
VISUAL DESIGN
High-fidelity Mockup

The high fidelity mockups were done in sketch. I took into consideration to stay within the bounds of the Orlando Health. While brainstorming for each screen, I also reviewed existing interfaces for certain features and functionalities.

portal1
portal2
portal6
portal6
inboxportal
messages
portal8
portal11
portal9
portal10
portal3
journal
styleguide
USER TESTING
Scenario 1: A medical anomoly just happened. You need to record this in the health journal in the portal.
pics1
Original Design

2/5 users found the health journal. The navigation and layout didn't make finding the journal apparent.

pics2
New Design

4/5 found the journal. They had to go to resources and the submenu to see it.

Scenario 2: You took your lab test last week. Find and review your results.
pics3
Original Design

4/5 found their lab results hidden in myHealth section.

pics4
New Design

5/5 could easily find their way to the lab results from the global navigation.

THE PROTOTYPE

Here's a prototye that I built in Invision for usertesting and interaction.

newmacbookportal
REFLECTION
Lessons learned

Designing for this health portal was by far the most difficult project to undertake for me. Taking into consideration all the features the current portal lacked compared to the features that research indicated that users wanted to use in a portal, there I had to design several new screens.

In this project, I was working with limited time and so it was important for me to narrow down the target audience and focus on the problem that I was capable to solve. With all the features I had to add, it was easy to be overwhelmed and encounter the feature creep.

In interviewing my user and adding a feature for what she wanted, I should have taken a larger sample size and survey to see if was actually necessary. Although it is easy to assume what is best for the product, I learned the importance of not relying on my own assumptions and to constantly validate my own ideas with user feedback.

MORE PROJECTS
sunpass
Sunpass App
t+l
T+L Project
aiga
AIGA Showcase