Healthcare portal

The registration process was fragmented across phone, email and paper. The audience is broad — from digitally skilled to digitally illiterate — and the privacy and accessibility requirements are strict. Every extra step in the process meant drop-offs and extra pressure on the front desk.

The approach

We started with the people, not the technology: together with healthcare professionals and a patient panel we mapped the actual routes. Only when the flows were right did we start designing and building.

• Flows and prototypes validated with professionals and patients before the build
• Built on Nuxt and Directus, so the editorial team manages content themselves
• Integration with the existing scheduling system via API
• Accessibility secured at WCAG 2.2 AA level
• Ongoing maintenance with monitoring and monthly reporting

The result

Within a quarter the share of online registrations rose by 38%. Phone pressure at the front desk visibly decreased, and the portal keeps developing quietly under maintenance with us — without big releases, but with constant improvement.

Behind the scenes

No polished success story — this is what we ran into along the way:

• The scheduling system's API turned out to be outdated — we built an extra interface (it took two sprint weeks).
• The first prototype was too ‘digital’ for less digitally skilled patients; after a panel round the flows were simplified.
• Launch was deliberately phased per region instead of a big bang.

We are happy to share raw project data and client names in a conversation (under NDA).