Background

Overview

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TL;DR

I designed and tested a web-responsive international patient intake form for Mayo Clinic, focusing on accessibility, multilingual support, and improved user experience, resulting in a 12% decrease in error forms and enhanced patient satisfaction.

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Mayo Clinic is a private healthcare organization providing hospitals and services for both domestic and international patients. They provide an International Patient Services, which is a combination of direct number to specific offices and a patient portal. This step is crucial for appointment scheduling, visas, travel arrangements, accommodations, and more. Patients are encouraged to use the Patient Form portal for submitting essential documents and personal details.

Our team was tasked to simplify the process for international patients. Instead of submitting documents by email, patients will be able to submit documents in the portal. The portal will also be in their native language depending on their geolocation.

My role

I was the lead Product/ UX Designer. This project was conducted as a lean team, I was the sole contributor for UX deliverables, component creation and management, and hi-fidelity UI creation. I worked alongside a Senior UI Designer, an Accessibility Auditor, 2 Engineers, and a Product Manager.

My tasks entailed owning the experience design process, user research, usability testing, defining user flows, working with accessibility team, collaborating with UI, and pairing with developers.

Problems to solve

The redesign also focused on improving accessibility for non-English speakers by streamlining the flow of international patients. This includes optimizing their VPN and developing a flexible interface that supports multiple languages. For our phase 1 launch, our team has concentrated on their key markets languages including Spanish, Arabic, and Chinese.

Our key focus for this project:

  1. Designing for gaps: Unlike Domestic users, International users needed to obtain visas and travel documents in order to make their medical visit. The intake form will have to account for missing information capture screens
  2. Designing for multiple languages: Create a flexible design system that allowed for multiple languages
  3. Translating intake forms from English to Spanish, Arabic, and Chinese: Work with translator to communicate the form properly

Usability Testing

We were building this form off of the existing American patient portal. Before diving in, we wanted to level set and improve on the current UI.