Healthcare · Patient Portal

Meridian — Clarity in Healthcare

Patient satisfaction scores up 38% in 90 days. Accessibility-first design that serves every patient, every time.

Industry

Healthcare

Services

Web Design · Accessibility

Timeline

5 Weeks

Investment

Tier Four — $6,200

Overview

The Full Story

Meridian operates a network of outpatient clinics and came to us with a portal their patients hated. Appointment booking was 9 steps. Billing was incomprehensible. The site failed WCAG 2.1 accessibility standards on 34 separate points — creating legal exposure and actively excluding patients with disabilities.

Healthcare design has a higher stakes threshold than almost any other industry. Confusion costs health outcomes. We took that seriously.

38%

Patient Satisfaction Increase

9→3

Appointment Booking Steps

−40%

Billing-Related Support Calls

The Work

Challenge & Solution

The Challenge

The existing portal had been built piecemeal over 7 years by three different agencies. Appointment drop-off was 58%. Billing-related calls to the front desk accounted for 40% of all inbound calls — every one of them a task that should have been self-serve. Patients over 65, who represented 42% of their patient base, had a disproportionately high support burden.

Our Solution

We rebuilt the patient portal with accessibility as the primary design constraint, not an afterthought. WCAG 2.1 AA compliance throughout. Appointment booking reduced to 3 steps. Billing redesigned around plain language and clear visual hierarchy. Every interaction was tested with patients across age groups and ability spectrums before launch.

"Our patients — especially our older patients — can actually use the portal now. That sounds like a low bar. For us it was everything."

— Meridian Director of Patient Experience

What We Built

Every Deliverable

Full patient portal redesign — WCAG 2.1 AA compliant

3-step appointment booking flow

Plain-language billing and EOB display

Prescription refill self-service module

Accessibility audit — 34 violations resolved

Multi-device testing across 12 device types

Patient usability testing — 3 rounds

Staff portal for admin and scheduling

Your Turn

Ready for Results Like These?

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