Designing a HIPAA-compliant mobile experience to improve patient engagement and operational efficiency for Carrolton Regional Medical Center (CRMC).

Role: UX / AI Generalist · Domain: Healthcare · Platform: Mobile

CRMC Mobile Patient Portal

Context

Carrollton Regional Medical Center needed a modern mobile patient portal to support secure access to health information, provider communication, and dependent care.

The existing experience was fragmented across systems, difficult to navigate, and underutilized by patients—resulting in increased support burden and reduced engagement.

My Role

• Led end-to-end UX design for the mobile portal

• Conducted user research with patients, providers, and administrators

• Designed low- and high-fidelity prototypes in Visily.ai and Figma

• Applied accessibility and HIPAA compliance best practices

• Collaborated with engineering and leadership teams

Research and key Insights

I began by understanding both patient expectations and internal clinical workflows through interviews, surveys, and contextual observation.

• Patients struggled to find lab results and appointment details quickly

• Older users experienced difficulty with small touch targets and low contrast

• Providers wanted fewer patient support calls and clearer message context

Design Strategy

• Simplify navigation through clear task grouping

• Reduce cognitive load using progressive disclosure

• Improve accessibility with larger touch targets and high-contrast UI

• Create a single dashboard summarizing key health information

• Maintain consistency with CRMC branding and compliance standards

Design Execution