Hi there, this post is in continuation of our case studies series.
If you’ve ever fumbled with a confusing hospital check-in kiosk or struggled to navigate a health app when you’re already feeling unwell, you’re not alone. That’s where UX research in healthcare plays a powerful role. Unlike other industries, here the stakes are higher — we’re designing for people in pain, in a rush, or often overwhelmed. So, how do we get it right?
In this post, I’ll walk you through two real-world case studies where UX research made a significant impact on healthcare experiences. Whether you’re a UX newbie, a design researcher, or just health-tech curious — you’ll see how user research drives human-centered change.
Case Study 1: Streamlining the Patient Portal for a Major Canadian Hospital
We refrain from naming the hospital, for obvious reasons.
The Problem:
Patients were overwhelmed by a clunky, outdated portal to access test results, book appointments, and message doctors. Many were missing important notifications or avoiding the portal altogether.
UX Research Methods Used:
- Usability testing with current patients (across ages and tech abilities)
- Heuristic evaluations with UX specialists
- Semi-structured interviews with front-desk staff and caregivers
What They Found:
- Medical jargon was everywhere — patients didn’t understand terms like “triage” or “consult requisition.”
- Users with vision or motor impairments struggled with mobile responsiveness.
- Most patients only used 2–3 features regularly — but the portal homepage prioritized rarely-used tools.
The Outcome:
UX researchers presented a new evidence-backed wireframe with a simplified dashboard, clear CTAs (“Book Appointment,” “Message Doctor”), and an option for “plain language mode.”
After implementation:
- Patient satisfaction scores increased by 32%
- Task success rate (like booking appointments) improved by 50%
- Clinicians reported fewer portal-related questions at the front desk
Takeaway: Empathy, accessibility, and simplification aren’t “nice to haves” — they’re healthcare essentials.
Case Study 2: Improving Medication Adherence Through a Mobile App
The Problem:
A startup developed a mobile app to remind users to take their prescriptions, but engagement was low. Users were either ignoring reminders or deleting the app after a few days.
UX Research Methods Used:
- Diary studies over a 10-day period
- In-app analytics tracking behavior patterns
- Persona development from user surveys
What They Found:
- Reminders were too generic: “Time to take your meds” wasn’t cutting it.
- Users with ADHD or cognitive fatigue felt overwhelmed by too many push notifications.
- Trust was low — users weren’t sure the app was secure enough for sensitive health data.
The Outcome:
Researchers helped redesign the notification system to be more personalized:
- Messages included medication names and gentle tone (“Hi Sam, your 2PM pill is due”)
- A “snooze” feature let users delay without turning off reminders
- Added a short onboarding flow to explain how data was secured
Within 6 months:
- App retention doubled
- Medication adherence rose by 23%
- The startup earned a partnership with a pharmacy chain
Takeaway: Small UX tweaks based on real human behaviors can influence life-saving habits.
Final Thoughts
UX research in healthcare isn’t about making things “prettier” — it’s about making systems usable, empathetic, and trustworthy. Whether you’re working on a telehealth platform, wearable tech, or a patient portal, start by listening to real users. Their pain points are often emotional, and your solutions can truly transform their experiences.
If you’re interested in breaking into healthcare UX, don’t underestimate the value of case studies like these — they showcase how design thinking and user research can save time, reduce stress, and improve care.
Let me know if you’ve worked on a healthcare UX project — I’d love to feature your story in a future post!
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