Lumen Ridge

Overview

Lumen Ridge is a patient-first care navigation platform that reduces friction between clinics, diagnostic labs, and remote care teams. It gives patients a single timeline view of their care journey while providing clinicians with real-time coordination tools.

Role

Experience Design Director overseeing UX strategy, design system governance, and patient experience research. Led a design team of 3 and collaborated closely with clinical advisors to ensure regulatory compliance.

Goals

Reduce patient no-show rates by 30%. Cut average care coordination time between providers from 48 hours to under 4 hours. Achieve HIPAA compliance certification before the beta launch.

Constraints

HIPAA and HITECH compliance required end-to-end encryption and audit logging on every data access. Integration with legacy EHR systems (Epic, Cerner) had limited API availability. Patients ranged from tech-savvy millennials to elderly users with low digital literacy.

Process

Conducted 30 patient interviews and 15 clinician shadowing sessions. Designed an accessibility-first interface with WCAG AA compliance baked in from sprint one. Built a progressive disclosure model — simple by default, detailed on demand — to serve both patient demographics.

Key Decisions

Chose FHIR (Fast Healthcare Interoperability Resources) as the data standard, future-proofing against EHR vendor lock-in. Built SMS-based appointment reminders for patients without smartphones. Implemented role-based access control with 7 permission tiers to satisfy compliance auditors.

Results

Patient no-show rates dropped by 38%. Average care coordination time fell to 2.7 hours — a 94% improvement. Passed HIPAA certification on the first audit attempt. Patient NPS score reached 72, placing it in the top quartile for health tech products.

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