- Project 01 -
Accelerating 30% Growth through Integrated Design
Heathcare
Accelerating 30% Growth through Integrated Design
Enhancing Access to Digital Health Services Across Ontario
[Project Overview]
Live Project Link -
htthttps://www.ontariohealth.ca/
EPCOR’s digital platform faced challenges with customer drop-off during critical service transactions. I led a redesign of the online service request flow, focusing on simplifying the experience and improving accessibility across devices, especially mobile. This led to a 25% increase in successful service completions.
[Problem Statement]
Users faced challenges navigating multiple disconnected sites for health services. Long, inconsistent workflows, inaccessible mobile layouts, and unclear error messaging led to high drop-off rates. The lack of a unified digital experience hindered public access to essential healthcare services. An integrated and intuitive platform was essential to improving efficiency, trust, and overall user satisfaction.
[Industry]
Heathcare
[My Role]
Lead UX Designer
[Platforms]
Desktop and Android
[Timeline]
July 2024- March 2025
[Persona]
Jaspreet Singh
Practitioners
Practitioners faced delays and frustration due to siloed portals, unclear interfaces, and inconsistent workflows.
Age: 29
Location: New York City
Tech Proficiency: Moderate
Gender: Male
[Goal]
Quickly complete digital health tasks—like booking referrals, submitting forms, or accessing patient records—without interruptions.
Trust the platform to securely handle sensitive health and personal data.
Use a seamless, mobile-optimized experience while working remotely or on the go.
[Frustrations]
Difficulties locating clinical tools and forms across multiple websites
Long or confusing workflows for accessing health services or submitting clinical documentation.
Error messages that lack clarity, making it hard to troubleshoot issues independently.
[Process]