Designing a Patient Portal That Reduced No Shows for a Multi Clinic Healthcare Group
About the Client
A network of 4 outpatient medical clinics operating across Colombo and Negombo, offering general consultations, diagnostics, and specialist referrals. The group had recently developed a basic patient portal for appointment booking but was seeing low adoption and a persistently high no show rate across all clinics.
The Key Challenge
The existing patient portal was technically functional but poorly designed for its actual user base many of whom were older patients unfamiliar with digital booking systems resulting in low usage and continued reliance on phone based booking.
- Patient portal adoption rate of just 12% despite being available for over a year
- High appointment no show rate of 28% due to lack of clear reminders within the existing system
- Confusing multi step registration process that discouraged first time portal users
- No mobile optimised experience, despite the majority of patients accessing via smartphone
Our Solution
Pixel Quest redesigned the patient portal from the ground up, prioritising simplicity, accessibility for less tech confident users, and clear automated communication throughout the booking journey.
Simplified Registration & Booking Flow
A redesigned registration process reduced from 9 steps to 3, with large, accessible touch targets and clear plain language instructions throughout.
Automated Reminder System UX
A redesigned notification interface integrated with SMS and WhatsApp reminders, with clear visual confirmation at every stage of the booking to reduce uncertainty and missed appointments.
Accessibility First Mobile Design
Larger font sizes, higher contrast ratios, and simplified navigation specifically designed to accommodate a broad patient age range, including older and less tech confident users.
Result
The redesigned portal drove a significant shift in patient behaviour, reducing administrative burden on clinic staff and improving the overall patient experience.
Testimonial
