HealthHub - Patient Portal
Designed an intuitive patient portal for the NHS, focusing on elderly users. Conducted extensive user research and usability testing to ensure the platform was accessible to all demographics.
Role
Lead UX Designer & Researcher
Duration
8 months
Team
4 Designers, 8 Developers, 2 Clinical Advisors
Impact
95% user satisfaction rating
Accessible Patient Portal
Designed for all ages and abilities
HealthHub
Welcome back, Margaret
Your Next Appointment
Dr. Sarah Johnson
Quick Actions
Book Appointment
View Test Results
Order Prescription
Medical Records
Recent Activity
Blood Test Results Available
2 days ago
Prescription Ready for Collection
5 days ago
Book an Appointment
Step 2 of 3
Choose Your Appointment Time
Dr. Sarah Johnson
General Practitioner
Available Times - Monday 4th Nov
Time Selected
Monday 4th November at 10:30 AM
95%
User Satisfaction
52,000+
Active Users
43%
Fewer Phone Calls
NHS Patient Portals
I analyzed key competitors to understand market positioning and identify opportunities for differentiation.
Competitor
Rating
Strengths
Gaps & Weaknesses
Patient Access
Strengths
Gaps & Weaknesses
NHS App
Strengths
Gaps & Weaknesses
mjog Patient Portal
Strengths
Gaps & Weaknesses
Key Opportunity
All existing NHS portals failed to optimize for elderly users, the demographic that uses healthcare services most frequently. By designing specifically for 60+ patients with AAA accessibility, plain language alternatives, and reassuring interaction patterns, HealthHub could achieve 3-4x higher adoption rates than competitors among this critical underserved audience.
The Challenge
The NHS Trust needed a digital patient portal to reduce administrative burden and improve patient engagement. The primary challenge was designing for an elderly demographic (60+ years) who had varying levels of digital literacy. The portal needed to handle sensitive health information whilst remaining simple enough for all users.
Through extensive co-design sessions with patients and healthcare professionals, I created an accessible, empathetic portal that prioritised clarity and trust. The design used plain language, clear visual hierarchy, and multiple accessibility features to ensure usability across all age groups and abilities.
Aligning Design with Business Goals
Reduce GP reception call volume by 40%
Achieve 50,000 registered users in first year
Increase appointment attendance rate by 15%
Maintain 90%+ user satisfaction rating
Understanding the Problem Space
Research Methodology
My research phase included ethnographic studies in GP surgeries, co-design workshops with patients aged 60-85, cognitive walkthroughs with healthcare professionals, and accessibility testing with users with various impairments. I partnered with Age UK to recruit participants representative of the target demographic.
Research Activities
Patient Interviews
Co-design Workshops
GP Surgeries Visited
Key Research Insights
User Pain Points
Fear of making mistakes when booking or cancelling appointments
Confusion about medical terminology in test results
Difficulty navigating complex menu structures
Anxiety about data security and who can see their information
Small touch targets difficult for users with arthritis
My Design Thinking with Co-Design Approach
I employed a Design Thinking methodology enhanced with participatory co-design practices. Given the sensitive healthcare context and elderly target demographic, I involved patients, healthcare professionals, and clinical advisors throughout the entire process. This was a greenfield project requiring us to understand market gaps and user needs before designing from scratch.
Empathise & Discover
As this was a new patient portal, I began by conducting comprehensive market research to understand the digital healthcare landscape in the UK. I surveyed 250 NHS patients to identify gaps in current healthcare services and understand what features they needed most. My competitor analysis examined 7 existing patient portals across UK NHS Trusts and private healthcare providers, identifying common pain points and opportunities for innovation. I conducted ethnographic research in 6 GP surgeries, observing how patients currently interact with reception staff and manage appointments. I partnered with Age UK to recruit 48 patients aged 60-85 for in-depth interviews, understanding their fears, motivations, and digital literacy levels. This empathy phase was crucial. I heard Margaret describe feeling 'terrified of pressing the wrong button', which became a guiding principle for the entire design.
Key Activities:
Outcome:
Identified that 67% of patients wanted digital access to health records but feared making mistakes. Competitor analysis revealed all existing portals suffered from medical jargon and complex navigation, creating my opportunity for differentiation.
Define & Synthesise
I synthesised extensive research into clear problem statements and opportunity areas. Working with clinical advisors, I defined what success would look like: not just business metrics, but genuine improvements to patient care and experience. I created detailed personas representing our diverse patient base, from Margaret (72, retired librarian with multiple conditions) to Robert (68, tech-savvy but with Parkinson's). I mapped current patient journeys from registration to ongoing portal use, identifying moments of anxiety and opportunities to build trust. I facilitated workshops with GP surgery staff to understand administrative burdens and how digital solutions could help. This definition phase ensured everyone (from designers to clinicians to administrators) aligned on the problems we were solving.
Key Activities:
Outcome:
Defined 3 core user personas and mapped 5-stage patient journey highlighting 8 critical moments requiring careful design consideration.
Ideate & Co-Create
I facilitated 12 co-design workshops bringing together patients, healthcare professionals, and designers to ideate solutions collaboratively. In these sessions, I used low-fidelity sketching and card sorting exercises to explore how patients wanted to interact with health information. Patients helped design the dashboard layout, deciding what information felt most important to see first. We explored multiple approaches to presenting test results. Medical staff wanted technical accuracy whilst patients wanted plain English explanations. Through collaborative ideation, we developed the concept of dual-layer information: headline summaries in plain language with 'learn more' options for detail. This co-creation process generated 50+ feature ideas which we then prioritised together based on patient needs and technical feasibility.
Key Activities:
Outcome:
Generated 50+ feature concepts and collaboratively prioritised 15 core features for MVP, ensuring solutions truly addressed patient needs.
Prototype & Build
I created iterative prototypes tested directly with patients in natural environments like GP surgeries and their homes. Starting with paper prototypes, I observed Margaret and Robert attempting to book appointments, revealing immediately that our initial navigation was too complex. Mid-fidelity prototypes let us test language clarity. I worked with clinical advisors to translate medical terms into plain English whilst maintaining accuracy. Patients tested these prototypes in think-aloud sessions, revealing confusion points I would never have anticipated. High-fidelity prototypes incorporated HealthHub branding whilst adhering to WCAG AAA accessibility standards: large text, high contrast, clear focus indicators. I built a comprehensive design system spanning the complete patient journey from onboarding through prescription management, ensuring consistency across all 9 core screens.
Key Activities:
Outcome:
Developed complete design system with 9 key user flows and 70+ components, all tested with target users in real-world environments.
Test & Refine
I conducted 6 rounds of usability testing with 56 participants, recruiting heavily from the 65+ age group to match our target demographic. Early rounds revealed critical issues. Users couldn't find the 'Book Appointment' button, so I made it the primary action on the dashboard. Medical terminology confused users, so I added plain language tooltips. Patients feared cancelling wrong appointments, so I implemented clear confirmation dialogs with undo options. I tested with various assistive technologies including screen readers, voice control, and high contrast modes, ensuring true accessibility. Each testing round informed specific iterations, and I measured improvements quantitatively. Task completion times dropped from 5m 45s in round 1 to 3m 12s by round 6. Final validation testing achieved 94% task success rate among 65+ users, exceeding our 90% goal.
Key Activities:
Outcome:
Achieved 94% task success rate with 65+ users, 95% satisfaction rating, and full WCAG AAA compliance, validating our co-design approach.
Meet the Users
User Journey Map
I mapped the typical patient journey from registration through to ongoing portal use, identifying opportunities to build trust and reduce anxiety at critical touchpoints.
Registration
😰 Nervous
Action
Receives invite letter and registers online
First Login
😊 Curious
Action
Logs in and explores features with onboarding
Book Appointment
😌 Confident
Action
Finds and books GP appointment
View Results
😌 Reassured
Action
Checks test results with plain language
Ongoing Use
😃 Empowered
Action
Regularly manages health appointments
Iterations & Refinement
I used a participatory design approach, involving patients throughout the process. Low-fidelity paper prototypes were tested in GP surgeries, allowing me to observe real patients attempting tasks. Mid-fidelity prototypes incorporated feedback on language and hierarchy, and high-fidelity designs were tested for accessibility with assistive technologies.
Onboarding - Welcome
Registration
Dashboard
Book Appointment
Appointment Details
Test Results
Medical Records
Prescriptions
Profile Settings
Usability Testing
Testing Approach
Testing was conducted in natural environments (GP surgeries and patients' homes) to understand real-world context. I used think-aloud protocols with elderly participants, observed body language and confidence levels, and conducted follow-up interviews. Accessibility testing included screen readers, voice control, and high contrast modes.
Participants
Testing Rounds
Task Success Rate
Key Findings & Iterations
Round 1-2: Users couldn't find 'Book Appointment' - I made it the primary action on dashboard
Round 3: Medical terminology caused confusion - I added plain language tooltips and explanations
Round 4: Users wanted confirmation before cancelling appointments - I added a clear confirmation step with undo option
Round 5-6: Accessibility testing revealed need for better colour contrast and focus indicators
Final validation: Average task completion time 3m 12s, with 94% success rate among 65+ users
Testing Validation
Through iterative testing, I achieved a 94% task success rate and significantly improved user satisfaction scores. Each round of testing informed specific design improvements that directly addressed user challenges.
The Approach
I designed HealthHub as an accessibility-first portal optimized for elderly users through participatory design. The solution uses extra-large typography (minimum 18px), high contrast (7:1 ratio), plain language, and provides reassuring confirmation at every step. The interface reduces appointment booking from 7 steps to 3, with clear visual feedback and easy undo options.
Elderly-Optimized Interface
Extra-large text (18px+), high contrast modes, generous spacing, and 48x48px minimum touch targets for users with reduced dexterity
Plain Language System
Medical jargon replaced with clear explanations, tooltips for complex terms, and step-by-step guidance
Reassuring Interactions
Confirmation dialogs before critical actions, easy undo functionality, and clear success/error messaging
AAA Accessibility Compliance
Achieved WCAG 2.1 AAA standards with screen reader optimization, keyboard navigation, and voice control compatibility
Key Design Decisions
Made 'Book Appointment' the primary dashboard action after observing it was users' top task
Added plain language tooltips after 67% of users struggled with medical terms
Implemented confirmation step for cancellations after users expressed anxiety about mistakes
Increased minimum text size to 18px (vs NHS standard 16px) based on elderly user testing
Visual Design
HealthHub is a patient-centred portal that puts clarity and trust at its core. The design uses large, clear typography, simple navigation with a maximum of two levels, and plain language throughout. Every action includes clear confirmation steps, and comprehensive help is available at every stage.
Plain Language Interface
Medical terms explained in simple English with helpful tooltips and guides
Appointment Management
Large, clear buttons for booking with confirmation steps and calendar integration
Test Results Dashboard
Results displayed with context, normal ranges, and 'what this means' explanations
Enhanced Accessibility
Exceeds WCAG 2.1 AAA standards with high contrast, large touch targets, and voice control
Measurable Impact
Success is measured not just in aesthetics, but in real user outcomes and business value delivered.
Elderly User Adoption
Reduced Surgery Calls
WCAG Accessibility
Key Outcomes
Achieved 62% adoption among 60+ users, 4x higher than industry average
Reduced GP surgery phone calls by 43%, exceeding the 30% target
Appointment attendance increased by 19% due to easy self-service management
94% task success rate among elderly users during testing
User satisfaction rating of 93%, surpassing the 90% goal
Won NHS Digital Service Award for Accessible Design 2024
Adopted by 120+ GP surgeries across UK within 12 months
"HealthHub transformed how our elderly patients interact with the surgery. We've seen a dramatic reduction in phone call volume, but more importantly, our patients feel empowered and confident managing their own healthcare. Priscilla's commitment to co-design with real patients made all the difference."
Dr. Emma Patterson
Clinical Lead, NHS Hampshire
Key Learnings
Co-design with representative users is invaluable - insights from elderly participants shaped every design decision and couldn't have been uncovered through traditional research alone
Building trust takes time - extensive onboarding, clear explanations, and forgiving error handling were crucial for user adoption
Exceeding accessibility standards benefits everyone - my AAA compliance features were praised by users of all ages and abilities
Let's Work Together
I'm always interested in hearing about new projects and opportunities. Whether you have a question or just want to say hello, feel free to get in touch.
Get In Touch
I'm currently available for freelance projects and full-time opportunities. Let's create something amazing together.
Location
London, United Kingdom