Patient experience
Search, schedule, prepare and follow up in one accessible, mobile-first place.
Case study · Healthcare
Patient portal designed around connected access to care.
Patient access was spread across phone lines and disconnected systems. We redesigned it as one self-service journey supported by a connected operational core.
Build → Adopt → Measure
DeliveredThe challenge
Access was fragmented across channels and systems.
Patients relied heavily on phone-based appointment requests while clinical and administrative teams worked across disconnected systems that never shared a view of the same person.
- Multiple, unconnected patient entry points
- A complex EHR integration landscape
- High administrative workload on staff
- No single measure of access performance
The approach
Design the service and the platform together.
Experience work and integration work ran as one stream, so the journey we designed was the journey the systems could actually support.
01
Journey research
Map patient and staff needs across the whole access path.
02
Service blueprint
Connect the visible experience to the backstage work.
03
Platform design
Define experience and technical architecture together.
04
Integration
Connect identity, scheduling and records.
05
Adoption
Measure real usage and keep improving.
The solution
One patient-facing experience with a connected operational core.
A single journey for patients, standard interoperability underneath, and visibility for the teams running the service.
Interoperability
Identity, scheduling and record exchange using established HL7 and FHIR patterns.
Operational visibility
Adoption, service volume and exception handling made visible to the teams accountable for them.
Outcomes
Measured after launch, not promised before it.
We agree the measures during discovery and instrument them before go-live, so the change can be assessed rather than asserted.
Self-service became the default route
Appointment booking, preparation and follow-up moved from phone queues into a journey patients complete themselves, at the time that suits them.
One record across every entry point
Identity, scheduling and clinical records exchange through standard HL7 and FHIR interfaces, so teams see the same person regardless of channel.
Access performance became visible
Adoption, service volume and exceptions surface on a live view the operational teams own, replacing manual reporting after the fact.
How we measure
Every engagement defines its measures before the first release, instruments them at launch, and reviews them with the client after real usage — not before it.