Statewide Healthcare Service UX Design
Designing patient-facing mobile and web workflows for a privacy-sensitive healthcare service with complex roles, consent, and access needs.
I worked on a newly formed team designing a healthcare service intended to support patients, providers, guardians, and other key stakeholders across a large public healthcare ecosystem.
The service was part of a proposal-stage effort and focused on helping people access, manage, and share healthcare information more clearly. The patient-facing experience needed to support sensitive information, consent-related actions, account settings, forms, education, help, alerts, and different user relationships such as guardians or caregivers.
My work focused on the patient mobile and web experiences. The goal was to turn dense requirements into understandable workflows, create a consistent product structure, and design screens that could support both immediate MVP needs and future expansion.
I designed the patient-facing areas of the service for mobile and web.
- Translating proposal requirements into product features and user workflows
- Creating patient journey maps and workflow diagrams
- Designing mobile and desktop screens for patient tasks
- Mapping how different patient personas and related roles would move through the system
- Designing onboarding and account-related flows
- Supporting consent, signing, revocation, education, and confirmation workflows
- Reviewing competitive and comparable healthcare experiences with a UX design intern
- Creating interaction flows and prototypes in Figma
- Helping identify gaps, inconsistencies, and future feature needs
- Updating visual patterns for consistency across screens
- Considering privacy, HIPAA-related expectations, and role-based access throughout the experience
The project had several layers of complexity. The source requirements were dense and needed to be translated into actionable product features. The team needed to understand which features belonged in the MVP, which could be deferred, and where the current design direction had gaps.
The service also had to support more than one kind of user. Patients were central, but providers, guardians, and other stakeholders had different needs, responsibilities, and access levels. That meant the design had to account for role-based visibility, sensitive information, consent, and different paths through the same service.
The product also needed to work across mobile and desktop, with a consistent structure that could support future growth.
The work began by reviewing the proposal requirements and mapping them into product areas, user tasks, and interaction flows. Instead of treating the requirements as a checklist of screens, I worked through what users would need to do, what information they would need at each step, and where the experience needed decision points, confirmations, or support.
I created journey maps and workflows for patient personas, including a primary happy path through the service. These maps helped clarify how a patient might enter the service, review information, complete forms, sign or decline consent, change settings, get help, manage alerts, and understand what had happened after an action was completed. The workflow diagrams also acted as early wireframes — they helped the team see the structure of the service before every screen was fully designed.
The experience needed to support people beyond the individual patient, including guardians and other authorized users. This required thinking through what each role could see, what actions they could take, and how the interface should change without creating a completely separate product for every user type. The goal was to create a unified application structure with tailored access and information based on the user's role.
Interactive prototypes were useful for moving through the service from a user's point of view. By clicking through the flows, we could identify inconsistent navigation, missing states, unclear labels, and places where the information architecture needed refinement. This was especially helpful because the service covered many different tasks that needed to feel connected rather than isolated.
I also worked on improving onboarding screens and general visual consistency across the patient-facing experience. That included aligning typography, color, sizing, layout patterns, and repeated interface elements so the product felt like one system. In a healthcare context, consistency matters because users need to trust what they are seeing, understand what is being asked of them, and recognize when an action is important.
The project was too complex to solve screen by screen. Mapping user flows first helped reveal dependencies, missing moments, and role-specific needs before the interface became too detailed.
Rather than creating unrelated experiences for each stakeholder type, the design used a shared structure with access and content tailored by role.
Signing, declining, revoking, and confirming healthcare-related consent needed clear steps, review moments, and confirmation screens.
Patients might enter the service from different devices, so the design needed to work across mobile and web without changing the underlying logic of the experience.
The MVP needed to be practical, but the structure also had to support additional features, roles, and workflows later.
The project produced a comprehensive set of patient-facing mobile and web designs in Figma, along with workflows, prototypes, and reusable interface patterns.
The work helped translate complex healthcare requirements into a clearer product direction for patient tasks, consent workflows, role-based access, onboarding, settings, help, alerts, and form review.
It also established a stronger foundation for future testing, expert review, and development alignment.
This project reinforced the importance of involving subject matter experts and end users early on, especially in healthcare systems with sensitive information, complex regulations, and multiple stakeholder groups.
It also showed how important it is to align with development constraints and design libraries early. A later shift in implementation direction created rework, which could have been reduced with earlier technical alignment.
Most of all, the project reinforced that healthcare UX depends on clarity, trust, and careful sequencing. Users need to understand what they are reviewing, what they are agreeing to, what happens next, and how to get help when something is unclear.