Patients struggle to navigate complex health portal interfaces to schedule appointments and access medical records

Patients at regional health systems like Rochester Regional Health face friction when trying to use digital health portals (MyCare) to book appointments, view test results, and manage their healthcare online. Current portal designs are confusing and unintuitive, causing patients to abandon digital self-service and instead call the clinic directly, creating bottlenecks for both patients and administrative staff. People are actively searching for guides and tutorials just to accomplish basic tasks, indicating the existing UX is fundamentally broken.