Careloop's clinics shared one patient portal — and one overwhelmed phone line. Booking, prescriptions and test results lived behind confusing menus, so patients called for everything and staff drowned in routine queries.
Careloop Patient Portal
Healthcare · UX/UI Design · A calmer portal for a regional clinic network.
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Project Overview
Healthcare Software Without the Anxiety
ClientCareloop Clinic Network
ServicesUX/UI design, web development, QA
Timeline12 weeks, tested with real patients
The Challenge
Designed for Staff, Suffered by Patients
Every screen mirrored internal admin logic. Elderly patients — the portal's heaviest users — couldn't book visits or read results without help, and accessibility testing had never been done.
- Booking buried four levels deep in clinical terminology
- No accessible contrast, focus order or screen-reader support
- Strict privacy rules around health data and messaging
Approach & Solution
Tested With Patients, Not Personas
We sat with patients in waiting rooms and watched them use the portal. Three tasks — book, refill, read results — became the entire home screen in plain language, with large targets and full keyboard and screen-reader support.
Prototypes went through four rounds of patient testing before a line of production code, and every release since is checked against the same three tasks.
Project Gallery
Inside the Portal
Results & Outcome
A Quieter Phone Line, Happier Clinics
Routine calls dropped sharply within two months of launch. Reception staff finally have time for patients standing in front of them, and the portal passes independent accessibility review every release.