UX/UI Design
UX/UI Design
Healthcare — Patient Experience
Patient-Facing App Redesign for a Hospital Group
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Problem
A hospital group's patient-facing mobile app had an appointment booking completion rate of only 23%, with patients aged 45+ reporting being unable to complete basic tasks without assistance.
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Solution
We conducted accessibility-focused user research with 30 participants and redesigned the complete app following WCAG 2.1 AA standards with a simplified booking flow, plain-language content, and a health summary dashboard.
Measurable Impact
What changed after launch
Appointment booking completion rate improved from 23% to 81%
App store rating improved from 2.1 to 4.4 stars within 3 months of relaunch
Support calls related to app navigation reduced by 66%
Patient satisfaction scores for digital experience improved by 41 points
