Overview
I led the design of SCAN.com’s all-new Patient & Clinician Portal Hub, turning a simple booking website into a unified ecosystem. The result: 18 % more completed bookings, support tickets slashed by 23 %, and clinicians working 41 % faster.

Team

• My role: Lead Product Designer (end-to-end platform, patient & clinician workflows)

• Core team: Clinical Ops Lead, Engineering Manager (backend services), Growth Marketing Manager

• Stakeholders: UK & US market directors, Radiology network manager

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The challenge

SCAN.com’s existing offering was a front-end “book a scan” page. Once a patient booked, the journey fractured: no status updates, document uploads varied, clinicians used email and PDFs, and the ops team fielded endless queries. The journey lacked coherence, visibility and trust.

Research & insights

• Analysed 3,200+ live support tickets: recurring themes were “What’s next?”, “Where are my results?”, “How do I upload my forms?”

• Measured baseline: the booking-to-results cycle averaged 5.2 days in the UK, 6.7 days in the US

• Conducted 19 patient interviews (UK & US) + shadowed 7 clinicians across partner centres

• Held 3 immersive internal workshops mapping 12 distinct manual workflows

• Key findings:

  • Patients lacked a “home” for status and documents

  • Clinicians lacked structure and context, delaying approvals

  • Manual admin steps were driving cost and error risk

  • Mobile expectations in US patients were higher than assumed

Design direction

Guiding principles

1. Make everything visible – show status, next steps, document uploads clearly

2. Automate and collapse admin steps – reduce manual hand-offs

3. Reassure through transparency – both patients and clinicians always know what’s happening

The solution

We built a unified portal hub with two primary touchpoints:

• Patient dashboard: upcoming appointment, prep checklist, document upload, real-time status tracker

• Clinician interface: triage queue, patient-readiness indicator, one-click decision tools
  Additionally, the system replaced disjointed workflows with one end-to-end journey, integrated notifications, and mobile-first design for US market.

Results & impact

• Support tickets about appointment-prep dropped by 23 % within two months of launch

• Clinician case review time fell from 52 minutes to 31 minutes (-41 %)

• Completed bookings improved by 18 %

• Patient Net Promoter Score rose by 17 points (from +34 to +51)

• Internal operations saved 400+ hours/month, equating to about £1.2 million annualised

Reflection & next steps

This project reinforced how critical visibility and connection are in healthcare journeys: for patients, clinicians and support teams alike. Next iteration: I’d introduce post-treatment follow-ups earlier and enhance the mobile-native workflow in the US market (we noticed 12 % higher mobile abandonment than expected).