Reducing the gap between user needs and digital healthcare communication
Context
The Patient Portal is Hospital Sant Joan de Déu's primary communication support channel for 20,000+ patients and families, handling 1:1 clinical messaging, self-service information, and privacy/GDPR flows, and gradually replacing SMS and the call center. I owned its interaction design and the Voice-of-Patient feedback loop.
Since its pre-release, I have been working on continuous validation, testing, and iterative improvements to enhance core functionalities, including messaging the clinical team, privacy and GDPR applications, and clinical information sharing, among others.
Family focus groups
Focus groups helped families share their thoughts and areas of improvement. These discussions help prioritize needs and understand which functionality improvements are more urgent.
User flows, prototyping and "Guerrilla" tests
Through user flows, wireframes, and high-fidelity prototypes, I validated how they use the Portal. The goal was to test its functionalities and design updates before developing them. Tests were conducted across waiting areas, reaching families without requiring formal recruitment and enabling agile iteration and optimization.
Quantitative Validation
Qualtrics surveys about overall and specific functionality satisfaction are designed in collaboration with the Voice of Patient area. These surveys help to evaluate overall functionality and identify the next strategic steps.
Impact
The Patient Portal is a crucial part of the hospital experience. More than 20,000 users have registered, and 5,000 are heavy users, most of whom have complex conditions that require frequent hospital visits.
Considering the 2024 launch, the impact on design and information architecture was positive, increasing the Patient Portal NPS from 76 to 81. The Portal has reached 60% adoption, with 90% projected by 2027.
Future
The expectations of the Patient Portal are solid. Considering the cost-optimization factor, its use as a communication channel will gain ground over other channels, such as SMS or the telephone contact center. Since more management options can be added to the Portal, users can easily access information on how to prepare for the visit. This implies making the Portal available on wearable devices to create continuity between digital channels, space, and the healthcare model experience.
However, there are barriers to overcome. For example, developing strategies to address digital poverty, by providing alternative access methods or digital literacy support. Another blocker is professional resistance. It is necessary to promote Portal engagement to healthcare teams as the exclusive communication tool with patients and families.
