Patient portals

Helping people contact their doctors and use patient portals was one of the reasons we started Riolu. Lessons covered tasks such as reading a message, finding a document, and requesting a refill.

One confusing sequence started at Results, continued through an unfamiliar list, and ended with a View PDF link that downloaded a file instead of displaying it. The person then had a second task: finding the download. We wrote numbered instructions for the portal in front of us, rather than assuming every service worked the same way.