Dell Children's patient portal

Clarifying ambiguity while designing lean solutions to help members manage care.

Role
Senior Product Designer

Skills
UX Design
UI Design
Design Systems
Prototyping

Team
Product owner
Product manager
System architect
Project manager
Front-end engineers
Data engineers

Summary
When Medicaid let Dell Children's know that they needed to add functionality to their patient portal to stay in compliance with new standards, they went to Ascension Health for a solution. Ascension got in touch with me to lead the small but mighty team, working in a tight timeline with limited respirces.

Critical functionality that members need

Transformed a generic, underpowered portal into a Medicaid-compliant tool that delivers essential features for parents managing their children’s care—aligning teams to prioritize what members actually need.

Prototype to production

Used multi-fidelity prototypes to test ideas with stakeholders and uncover technical shortcuts—repurposing existing APIs to enable new dependent-care features without overhauling infrastructure.

Mobile-first with meaning

Redesigned the portal for mobile-first use by parents juggling complex care—delivering a clean, personalized dashboard that surfaces ID cards, care teams, and key tasks upfront.

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The Situation

Existing Home Page

Before redesign, the Dell Children’s portal greeted members with a generic, impersonal message—more reminiscent of an eCommerce site than a trusted health platform. Core sections like Plan Overview and Quick Links were overloaded with redundant or unclear content.

This first impression wasn’t just a UX issue—it reflected how limited the portal’s overall functionality was. With few interactive features and minimal personalized information, members were left without clear guidance or support in managing their care.

Before & After

Before

The logged-in experience felt cold and generic, with unclear plan info and disorganized links that confused more than helped

After

The dashboard now feels personal and purposeful, greeting members by name and surfacing their most relevant tools and actions upfront.

A Mobile-First Experience

Mobile-First, Member-Centered

Designed for parents managing their children’s care on the go, this mobile-first experience prioritized clarity, personalization, and immediate utility. Each screen surfaces the most relevant information—like care teams, claims, and ID cards—while maintaining a clean, accessible layout consistent with Ascension’s brand system.

Streamlined Access, Real-World Tasks

From choosing a primary care provider to downloading ID cards, every task was simplified for mobile. I used clear hierarchies, member names, and action-driven labels to reduce friction and ensure the portal worked for real families juggling complex care responsibilities.

David Pindrys