Healthcare patient portal card sort template

Patient portals mix clinical tasks, admin tasks, and anxiety-heavy information. Poor IA shows up as call centre volume, not usability scores. Card sorting helps you group features by patient mental models, not by hospital department.

Recruit people who actually use portals, not only staff proxies. Include accessibility needs in recruitment where possible: large text and mobile-only users expose different friction.

Treat Billing and Medical records splits carefully. Participants merging them may be telling you they experience billing as part of care continuity, not back-office.