Overview
Challenges
Bayshore Healthcare needed a user-centered digital solution for managing home care services. The primary challenges were ensuring accessibility, simplifying navigation for patients and caregivers, and creating a responsive platform that worked across devices. Patients and caregivers often struggled to manage care schedules, access important medical information, and communicate with healthcare professionals in a streamlined way.
Solution
The solution was the creation of the My Bayshore Care Patient Portal, a responsive, accessible platform that allowed users to manage appointments, view health records, and communicate with their care team in one place. This involved designing an intuitive, accessible interface that catered to both seniors and caregivers, ensuring seamless access to care services across all devices.
My role
UX/UI Designer
Scope
User-Centric Design, Accessibility Compliance, Design Systems, User Research
Research
The design process began with a combination of qualitative and quantitative research methods:
Competitive Analysis
To ensure the My Bayshore Care portal met industry standards, a competitive analysis was conducted on similar platforms, including:
Telus Health
- Strengths: Comprehensive health tracking and patient communication features.
- Weaknesses: Over-complicated UI for senior users, which led to frustration.
Care.com
- Strengths: Clean, easy-to-navigate interface, which was senior-friendly.
- Weaknesses: Limited customization options for health records and appointment management.
Persona
The below persona reflects the typical user for the My Bayshore Care Patient Portal, guiding design decisions to ensure the platform meets the practical and emotional needs of family caregivers
Journey Map
I created a journey map to visualize the current patient experience and identify pain points, allowing me to determine the best opportunities for improvement. This helped me pinpoint areas where the user experience could be optimized and led to targeted design solutions for a smoother and more efficient interaction with the platform.
Interaction Design
User Flow
The onboarding flow for the Bayshore Healthcare patient portal is crafted to ensure a smooth, user-centered experience that encourages easy adoption and familiarity.
UI Design
The UI design for the Bayshore Healthcare patient portal was crafted with a user-centered focus on simplicity, accessibility, and patient empowerment, reflecting Bayshore's mission to provide seamless and personalized healthcare experiences.
1. Calendar with linked Appointments
A visual calendar displaying caregiver visits with details like photos and provided services.
2. Two-way Communication
Secure messaging allowing clients, caregivers, and family members to communicate efficiently.
3. Marketplace Accessibility
A marketplace section showcasing new service offerings with the option to order online.
4. Online Billing
A secure portal for viewing and paying bills, enhancing the financial convenience for clients.
Usability Testing
Throughout the design process, multiple rounds of usability testing were conducted with patients and caregivers:
- Test Groups: Senior patients, caregivers, and healthcare professionals.
- Key Metrics: Task completion rates, time-on-task, and error rates.
- Feedback: Iterations were made based on user feedback, such as increasing font sizes and simplifying appointment booking flows.
Final Version
After analyzing and prioritizing user feedback, I refined the design and updated the Bayshore Healthcare patient portal prototype to better address user needs and improve usability.
View Prototype
Results & Impact
The launch of the My Bayshore Care Patient Portal resulted in significant improvements in patient engagement and satisfaction. Patients reported greater ease in managing care schedules, viewing medical records, and communicating with caregivers. The portal successfully addressed key pain points and streamlined the home care process for users of all ages.
Bayshore Healthcare Mobile Application
View Project