insider's portal
Creating an intuitive patient portal to centralize crucial post-operative information.
CONTEXT OF THE PROJECT
overview
THE PROBLEM
Clinic staff are only available during regular operating times
Patients receive inconsistent instructions and support
No direct channel for post-op questions or follow-up
THE OPPORTUNITY
Reduce staff load with a self-serve FAQ
Standardize communication to ensure consistency
Add a secure contact form for follow-up questions
CONSTRAINTS
Time
Balancing classwork commitments with the project timeline.
Knowledge
Balancing user experience with healthcare compliance and privacy requirements.
Resources
Limited feedback rounds and staff availability for user testing in a busy clinic.
MY CONTRIBUTIONS
Led content strategy and information architecture to ensure clarity, accessibility, and alignment with patient recovery timelines.
Designed the layout and user flow, including homepage messaging, navigation, and button interactions.
Developed the FAQ section, sourcing common questions from staff and organizing answers into intuitive categories for faster access.
Created wireframes and prototypes in Figma for desktop view to test ease of use and visual hierarchy.
Collaborated with clinical staff to ensure medical accuracy, tone, and consistency across all digital materials.
Crafted microcopy for buttons, headers, and alerts that maintained the clinic’s tone while guiding users with confidence and care.
DESIGNING THE PRODUCT
KEY FEATURES
Centralized Information Hub
The portal consolidates all recovery instructions into one easy-to-access location, helping patients avoid confusion caused by scattered documents or verbal directions.
Secure Contact Form
A built-in form allows patients to safely submit post-operative concerns directly to clinic staff — enabling timely, private communication without relying on phone calls.
Self-Serve FAQ Section
An interactive FAQ section addresses frequently asked questions in a clear, organized format — reducing repetitive inquiries and empowering patients to find answers independently.
IMPACT
Improved Patient Understanding
Reduced Administrative Burden
Streamlined Patient Experience
2 | reflection
MY TAKEAWAYS
Working on the Insiders Portal was a deeply rewarding experience and a meaningful opportunity to apply my UX and content strategy skills in a real healthcare context.
The project brought a mix of complexity and creativity—balancing clinical accuracy with user empathy pushed me to think more critically about accessibility, clarity, and emotional tone. I appreciated the close collaboration with stakeholders, which shaped the final design into something both practical and people-focused.
WHAT WORKED WELL
Microinteractions Matter
Small details like helper text, loading messages, and form spacing significantly shaped the user experience.
Accessibility is Essential, Not Optional
Prioritizing contrast, mobile layouts, and alternative input methods helped reduce friction for a diverse patient audience.
Design is Collaborative
WHAT I'D DO DIFFERENTLY
Integrate Visuals
Including diagrams or visual aids in early drafts may have improved clarity for patients with lower health literacy.
Anticipate Edge Cases
Some issues (like form submission anxiety or image upload challenges) could have been addressed earlier with stronger UX planning.
Testing with Real Patients
Testing with actual users early in the process could have revealed emotional and accessibility needs sooner.
CONTINUING THE PROJECT
art&fact have expressed interest to continue the project and furthering the current scope to maximize the usability and accessibility of the Insider's Portal. Stay tuned for more exciting developments!