The Brief: A Fragmented Journey
Mercy Health Network had a massive problem. Patients trying to book an appointment had to log into one portal. To view lab results, they had to log into a second portal provided by a third-party vendor. To pay a bill, they were redirected to a third site.
The resulting confusion meant their call centers were overwhelmed with password reset requests and basic navigation questions, costing millions annually in operational overhead.
Designing with Empathy
Healthcare design is unique because the user is often in a state of high anxiety, vulnerability, or physical distress. A patient checking biopsy results does not want 'delightful micro-interactions'; they want absolute clarity and reassurance.
Our design principles were forged in this reality:
1. Zero Ambiguity: Medical jargon was translated into plain English. 'Otolaryngology' became 'Ear, Nose & Throat.' 2. Maximum Legibility: We used a highly legible, sans-serif typeface, ensuring WCAG AAA contrast ratios across the board to accommodate visually impaired and elderly patients. 3. Frictionless Authentication: We implemented a unified Single Sign-On (SSO) layer, connecting the three disparate backend systems behind a single, seamless frontend.
Iterative Development Lifecycle Flowchart
The Unified Dashboard
The new dashboard prioritized the three actions patients actually came to perform: upcoming appointments, recent lab results, and outstanding balances. Everything else was moved to secondary navigation.
We also introduced a 'Care Team' module, putting human faces and direct messaging capabilities front and center, reinforcing the feeling of personalized care rather than institutional bureaucracy.
The Results
Within 90 days of rollout, Mercy Health saw a 42% reduction in IT support calls related to portal navigation. Digital appointment bookings increased by 31%, significantly reducing administrative burden on front-desk staff. The portal finally matched the quality of the physical care provided.
