Designing a Modern Appointments Experience for 10X Health
Healthcare
WebApp
Company
10X Health is a growing healthcare company with strong marketing momentum, and I was hired to design their new patient portal. Known for its cutting-edge genetic testing and personalized health programs, 10X Health operates clinics across the U.S. and is currently in a stage of expansion.
Challenge
Before this project, patients didn’t have a centralized place to view upcoming visits, past appointments, or telehealth details within the new 10X portal. Information existed, but it lived across emails, manual clinical workflows, and a complex backend.
As 10X moved toward a more unified digital experience, leadership wanted appointments to become one of the first pillars of the portal. My work involved understanding the data structure, defining what should be patient-facing, and coordinating across clinical, legal, engineering, and architecture to ensure the experience was accurate, compliant, and technically feasible.
Team
VP of Clinical Operations
VP of Technology
Principal Architect
Product Manager
4x Developers
Senior Clinicians
Skills
UX & Interaction Design
UI Design
EHR & Backend Discovery
Cross-Functional Collaboration
Healthcare Workflows
Understanding the Problem Space
I began my discovery process with engineering who pointed out that our Electronic Health Record (EHR) data may not be currently fit for clear patient-facing use. I interviewed 5 members of the clinical team who operate within the EHR daily, to understand what the patient data looks like and challenges they may face.
01 Clinical Considerations:
• Without a patient facing portal to access telehealth links and appointment summaries, clinicians would frequently get requests to resend these links via email. This created a tedious workload and was not the most secure option
02 Patient Considerations:
• Without a patient facing webpage with appointment history, patients needed to call in for necessary documents and information
• The EHR showed all times in EST, regardless of the patient's own timezone
• There is an opportunity to give patients upcoming procedure details about their appointments within the portal. For example, if they need to fast or not. This would help bolster patient safety and appointment success
03 Data Flow Considerations:
• Clinical staff created internal-use appointment reminders inside the EHR with patients assigned to them; showing all raw appointments to patients within the portal would lead to confusion
• The EHR only supported two appointment types (“In-clinic” and “Telehealth”), while 10X offered a third — Concierge, which could not be represented to patients
• Patient-facing location names did not match internal naming used by clinical and marketing
• Appointment statuses were numerous, and most were not relevant to patients
Data Structure Exploration
I explored the clinical EHR with a UAT account and the clinical team. The goal was to determine what information was technically accessible and how reliable it was.
Key Findings
• Providers, locations, time, duration, and basic visit details were available and accurate
• Telehealth links could be retrieved via API
• Appointment history was available but querying too far back would be resource-heavy and need to be paginated within the UI
Core Problems
From the discovery phase, these core issues emerged:
Design Process
To ensure the final appointments experience was both patient-friendly and technically feasible, I followed a structured design process that explored stakeholder preferences, defined development and EHR constraints and iterated on feedback from multiple departments to ensure this feature's success.
My process:
• Confirm “Core Problems” & constraints with team
• Clearly outline patient facing appointments & necessary procedure details associated with them
• Early Wireframes & feedback
• High Fidelity Wireframes
• Clinical & Tech Team Reviews
• Polished Specifications
My process:
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Solutions
Final Designs
Outcomes
The Appointments experience became one of the first foundational features of the new 10X portal. This required careful coordination across clinical, engineering, and leadership to translate EHR data into a secure patient portal, something patients could comfortably rely on in an interface, a challenge the company had not yet faced at the time.
The project also encouraged cross-team alignment:
• Clinical adjusted appointment structures to better support digital use
• Marketing and clinical aligned on naming conventions
• Engineering streamlined how appointment data was returned via API
Patients now have a single place to understand their appointments, and teams have clearer internal structures supporting them. This feature also set the groundwork for future portal capabilities that require consistent patient-facing data.