A Patient Portal Built for Real Adoption
A redesigned patient portal that lifted online appointment bookings by 64% within two quarters.
The Problem
Meridian's existing patient portal had a 22% completion rate on appointment booking, driving continued reliance on phone scheduling and long call-center wait times. Patients frequently abandoned the flow midway due to a confusing, form-heavy interface.
What We Built
We redesigned the patient-facing portal around a simplified, mobile-first booking flow, integrated it directly with Meridian's scheduling system, and rebuilt account management so patients could manage appointments, records access and messaging in one place.
How We Solved It
We started with call-center transcripts and analytics to identify the exact steps where patients dropped off, then prototyped a streamlined three-step booking flow. The new front end was built on Next.js with a headless integration into Meridian's existing scheduling API, allowing us to ship without touching backend clinical systems.
Key Features
- Three-step appointment booking flow
- Real-time provider availability
- Secure patient messaging
- Mobile-first account dashboard
Technology Stack
Client Outcome
64%
Increase in online bookings
41%
Reduction in call-center volume
2.1s
Average page load time
Within two quarters of launch, online booking completion rose from 22% to over 70%, meaningfully reducing pressure on Meridian's call center while improving the patient experience.
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