The Challenge

I’m leading the user strategy and design for Intelichart and their patient portal app. The company’s existing web application is quite sophisticated, and my job is to break down the complexity to a simple, intuitive mobile app.

The Approach

Since the company is quite small, it was not possible to retrofit the entirety of the web application to a mobile app. I lobbied the executives and sales teams that this would have been a poor approach anyway. A mobile user is going to have different intentions and a different use case than someone using the web app.

I conducted a design exercise with senior management to uncover their perspectives and what they felt the goals of the application were. Everyone was asked to plot their ideas within a target range of importance and allow them to be discussed and agreed or dissented on.

So for the initial release, we settled on the highest priorities for a mobile user: sign up, messaging, appointments, lab results, and medications.

For each section, I needed to understand the underlying intent for each, then strip what would be noise for a mobile user. For example, a user would have interest on the results of their latest labwork (mobile), but not likely their entire medical chart (web app).

Also as part of the ongoing design and development, I established a cadence for milestones and communication with product owners and BAs. I also established the asset delivery pipeline with the technology team using Sketch and Invision. Engineers are empowered to pull resources they need and ask questions directly from the design hub.

The Final Product

The app was released in May 2018 for Android and is pending review for iOS. Pre-release feedback from the client services team has been very positive.

The UX Impact

This tool is hotly sought after by Intelichart’s clients and will level their competitive playing field.