Lumen Health patient portal

Challenge

Lumen Health runs a network of small clinics. Patients booked visits by phone, received results by mail and had no simple way to ask a question. The front desk handled all of it, and the wait times grew every quarter.

The clinic needed a portal that worked on any device, kept health data safe and fit into the systems it already used.

Approach

We built the portal as a set of small, tested parts. Booking, results and messages each have their own page and their own tests. That made it easier to ship one part at a time and fix problems without touching the rest.

Security came first. Patients sign in with a one-time code. Sessions expire after a short time. Every screen was checked against the clinic’s privacy rules before it went live. We did not store health data in the browser.

The design went through five rounds of user tests with patients of different ages. Several changes came from those tests, including larger buttons and plain language for test results.

Result

Average patient rating reached 4.6 out of 5 in the first month. Front desk calls about bookings fell 35 percent. Patients now send messages to their care team at any hour, and nurses reply within the clinic’s set time.

The clinic plans to add prescription refills next year, using the same parts we already built.

The first release took five months, with three parts shipped in order. Each part had its own test plan, and the clinic’s staff joined the final review. The team now checks access logs and response times every month, and the results go to the clinic’s board.