SDMI is a medical imaging center based in Las Vegas. Their website serves as a central hub where patients learn about services, schedule appointments, and access a secure portal to view and manage their results. Physicians also use the site to access resources and refer patients.
Services
UX/UI Design Web Development
Industries
Healthcare
Date
2025
The Problem
SDMI's existing website was creating friction for both patients and staff. Through stakeholder meetings with the SDMI team and user interviews, we identified two critical pain points:
Navigation chaos
Services were buried in a confusing information architecture, making it difficult for patients to find what they needed
Portal confusion
Patients were abruptly dropped into a third-party portal without context, causing frustration and a spike in support requests
Research & Discovery
We kicked off the project with stakeholder workshops to understand SDMI's business goals and current pain points. Following this, we conducted user interviews with patients and reviewed support ticket data to validate our assumptions.
Key insights:
Users struggled to locate specific imaging services due to poor categorization
The disconnect between the main site and the third-party portal created trust issues and confusion
Non-English speaking patients had limited resources available
The Solution
Redesigned Information Architecture
We restructured the site hierarchy with clear service categories and implemented an improved navigation system with intuitive dropdown menus, making services easy to discover and access.Portal Bridge Experience
Since the patient portal was managed by third-party software outside our control, we designed a "bridge" experience that prepares users before they enter the portal:Contextual landing pages explaining what to expect
Video tutorial library for common tasks
Clear messaging guiding users to appropriate resources
Downloadable documentation in multiple languages to improve accessibility
The redesign successfully addressed SDMI's core challenges—making services discoverable and creating a smoother path to the patient portal. What made this project particularly interesting was working within the constraint of a third-party portal we couldn't directly modify. Instead of seeing this as a limitation, we used it as an opportunity to design a better transition experience that prepared users before they even reached the portal. The reduction in support tickets and positive feedback from both patients and staff validated our approach. This project reinforced that good UX isn't always about building something new—sometimes it's about thoughtfully bridging the gaps between existing systems.