Meridian Health · 2025
We rebuilt the appointment and records flow around plain language and one rule: nothing a patient needs should sit more than five taps away.
Engagement
Meridian's portal had every feature on paper, and patients still phoned the front desk to book appointments and track down results. The interface talked in clinical jargon, buried the common tasks under nested menus, and flunked basic accessibility checks that really mattered for an older patient base.
We sat with real patients across a range of ages and watched where they got stuck. Nearly every failure came down to two things: the words on the screen, and how many taps a task took.
We rewrote the interface in plain language, reorganized it around the handful of things patients actually come to do, and held to a five-tap rule: nothing essential sits more than five taps from the home screen.
Accessibility was a constraint from day one, not a box we ticked at the end. Contrast, focus order, and screen-reader behavior got checked at every step.
“Patients stopped calling us to do things they can now do themselves in under a minute. That's the whole point of a portal, and it took ELLOR to make ours actually do it.”
Thirty minutes, no deck, no pressure. Just a straight conversation about what's working and what isn't.
Northline Roasters — Brand & Site
A new mark, a new type system, and a site built around the one thing that actually sells coffee online: knowing exactly where and when it was roasted.