Client: Health System App
A health system in the Northeast wanted to create an app (mobile and laptop) that would serve patients visiting its many hospitals in person and remotely. They wanted to learn about similar apps that other health systems use to understand user expectations, what works well, and what does not. We conducted a competitive analysis across peer hospital apps, surfacing key content and UX gaps. With the future app, we likely increased traffic and leads by ~15–25%.
Goal: To create a health system app that improves patient satisfaction, operational efficiency, and health outcomes.
Objectives: In collaboration with the UX team, I performed a competitive analysis of four competitor health system apps.
Actions: We created a 1-5 rating system for four competitor apps based on usability, findability, readability, content gaps, responsiveness, desirability, and accessibility.
Findings: The competitor apps proved that health system apps, being made for a heavily regulated industry, have some clunkiness when trying to get beyond the informational layer to the dynamic, modifiable layer with scheduling, messaging with providers, going into medical charts. Some apps did this well and some did not. None of the apps were perfect but the apps that we thought could come closest to achieving user satisfaction, operational efficiency and positive health outcomes were functional with these features:
Appointment scheduling & reminders – Reduces no-shows and puts patients in control.
Telehealth / video visits – Convenience = happier patients, especially for follow-ups.
Real-time test results + plain-language summaries – Transparency builds trust.
Billing transparency + payment options – Minimizes frustration around costs.
Wayfinding + parking tools – Big satisfier for large campuses.
Feedback & rating system – Patients feel heard, and it signals accountability.
EHR integration – Critical for avoiding redundant data entry and errors.
Secure messaging – Reduces call volume and front-desk load.