Luminous Health
Luminous Health Patient Portal
Challenge
HIPAA-compliant patient portal needed modernization. The existing system had a 40% drop-off at registration, frequent support calls about navigation, and failed WCAG 2.1 AA accessibility audits.
Solution
Accessible, mobile-first portal with a streamlined three-step onboarding flow, real-time appointment scheduling, and full WCAG 2.1 AA compliance. We worked closely with their compliance team to ensure every interaction met HIPAA requirements.
Results
96
Lighthouse — Accessibility & performance
-40%
Support Tickets — Reduction in help requests
4.8
App Rating — Patient satisfaction
Healthcare portals carry a unique burden: they must be simple enough for elderly patients yet robust enough for HIPAA compliance. Our UX research included in-person sessions with patients aged 25 to 82, revealing that the registration flow was the single biggest pain point.
Streamlined Onboarding
We reduced registration from seven steps to three, introduced progressive disclosure for medical history, and added real-time validation with clear, non-technical error messages. The result was a 60% reduction in registration abandonment.