Case study / Healthcare
Eleven legacy tools became one patient portal
A patient portal that consolidated appointment, records, billing, and messaging workflows for 200,000 people.
- Client
- Aperture
- Sector
- Healthcare
- Year
- 2024
- Scope
- 3 services
- Services
- Web platform / Design system / Accessibility
Aperture / Healthcare
Case study / 2024
01
200k
Patients onboarded
02
71%
Task completion
03
11
Tools retired
Context
The problem we found
Patients navigated eleven disconnected tools with different logins and different records. Support spent most of its day resetting accounts, and the organisation failed an accessibility audit two years running.
Method
How we worked
Four decisions that shaped the build.
- 01
Mapped the real patient journeys, including the phone calls and paper forms that happened outside the software.
- 02
Consolidated identity and consent into a single account with step-up verification.
- 03
Built the portal to WCAG 2.2 AA with assistive-technology testing in every sprint.
- 04
Kept a phone-assisted path for patients who will never use a portal and designed it as a first-class route.