Redesigning care with patient-first UX
Meridian Health serves hundreds of thousands of patients. Their digital platform was functional but felt clinical and cold. We redesigned the entire patient experience — from appointment booking to telehealth visits to insurance management — making healthcare feel approachable, not intimidating.
Healthcare UX carries high stakes. Patient portals need to serve diverse demographics — from tech-savvy millennials to elderly patients. Meridian's existing platform was designed by engineers, and it showed. Patients avoided the portal and called the office instead.
An accessible, warm design system that puts patients at ease. We simplified booking to 3 taps, designed a telehealth experience that rivals consumer video apps, and created a health dashboard that makes records and insurance information actually understandable.
Deep accessibility focus. We tested with users across age groups including 65+. Every flow was validated with real patients. We worked closely with Meridian's compliance team to ensure HIPAA requirements were met without compromising the experience.
What made this stand out
3-tap appointment booking
Simplified from a 12-field form to a guided 3-step flow — tested with users aged 25 to 80.
Human telehealth experience
Video visits that rival consumer apps — with waiting room, pre-visit prep, and post-visit summaries.
WCAG AAA accessibility
Critical flows meet AAA compliance — high contrast, screen reader support, and keyboard navigation throughout.
What we shipped
How we built it
Empathize
Patient interviews across demographics, care team shadowing, and existing platform usability audit.
Architect
Information architecture overhaul, user flow simplification, and accessibility planning.
Design
Warm, approachable UI design with WCAG AAA compliance targets for critical flows.
Validate
Usability testing with 50+ patients across age groups, iterating based on findings.
Handoff
Component specs, accessibility guidelines, and dev pairing through initial implementation.
For the first time, our elderly patients are actually using the portal instead of calling in. That alone saved us thousands of hours in support.
Dr. Rachel Kim
Chief Digital Officer, Meridian
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