Meridian Health
Meridian Platform Redesign
Client
Meridian Health
Role
Design & Engineering Lead
Timeline
12 weeks
Services
Overview
Redesigned the patient portal from the ground up, improving engagement by 3x.
01
The Challenge
Meridian's existing patient portal had a 23% completion rate for onboarding. Patients were dropping off before even scheduling their first appointment. The interface was built piecemeal over five years and showed it.
We started with two weeks of user research — shadowing patients and clinicians in three clinics. We mapped every friction point in the journey, then rebuilt the onboarding as a guided, conversational flow. The new system adapts based on the patient's needs, surfacing the right information at the right time.
02
Our Approach
03
The Result
Onboarding completion jumped to 71% within the first month. Average time-to-first-appointment dropped from 14 days to 3. The clinic saw a measurable increase in patient satisfaction scores across the board.
Next Project
Vaultline