Lifting Patient Engagement by 4× for a Care Network
Low portal adoption was undermining a value-based care model.
Overview
Meridian's value-based model depended on patients staying engaged between visits — but its portal saw single-digit adoption.
We redesigned the patient experience around motivation and accessibility, and engagement quadrupled.
The Challenge
The legacy portal was clinical, confusing, and inaccessible to the older population it served.
Without engagement, Meridian couldn't hit the quality metrics its reimbursement depended on.
“Our reimbursement model lives or dies on engagement, and our old portal was actively pushing patients away.”
Our Approach
- 01
Research
Interviewed patients across age and ability to uncover real adoption barriers.
- 02
Design
Rebuilt around plain language, large touch targets, and gentle nudges.
- 03
Build
Shipped an accessible, responsive portal with smart reminders.
- 04
Measure
Tracked engagement cohorts and iterated on the highest-impact flows.
- 05
Scale
Rolled out network-wide with clinician dashboards for outreach.
The Solution
A warm, accessible patient portal with motivational nudges, simplified navigation, and clinician outreach tooling.
Accessible UX
Designed and tested with patients up to age 85.
Smart Nudges
Timely, respectful reminders that drive healthy habits.
Clinician Dashboards
Care teams see who needs outreach and why.
Plain Language
Medical jargon replaced with clear, human copy.
Results & Impact
Patient engagement
Net Promoter Score
Accessibility compliance
Better quality scores
Gallery
“Patients finally use what we built. Engagement quadrupled and our quality metrics followed. It changed our economics.”
Dr. Susan Park
Chief Clinical Officer, Meridian Health