Overview
Mesa Health asked us to reduce churn in their patient portal and give clinicians a clearer view of daily capacity. We redesigned the entire experience, from appointment booking to post-visit follow-up, with a focus on clarity and accessibility.
Objectives
- Simplify the patient booking flow and reduce drop-off.
- Give clinicians a unified dashboard for scheduling and messages.
- Establish a design ops cadence the internal team could maintain.
Approach
We led research sprints with patients and staff, mapped the service journey, and rebuilt the interface with strong visual hierarchy and WCAG-focused components. We paired the redesign with a Storybook-driven UI kit to keep engineering velocity high.
Results
- Early beta shows a 21% decrease in booking abandonment.
- Provider teams report faster triage with consolidated messaging.
- Design ops rituals now run in-house without agency support.
