Case study

from basic contact form to a healthcare portal development

As part of a custom healthcare portal development project, we built a membership portal where patients can browse healthcare procedures, submit requests, talk to service managers, and keep track of their requests.

The portal also automatically syncs data between the website and the client’s internal operations platform.

About project

A US-based healthcare company helping people find affordable medical procedures and connect with healthcare providers.

Visit website

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Challenge

make onboarding the first step where customers see real value

Our client connects people with healthcare procedures at the best prices. Their old website used a simple contact form, which meant customers could not easily track their requests and managers had to do most tasks by hand.

They wanted to make it easier for customers to use the service, from signing up and picking a membership plan to sending healthcare requests and talking with the team. So, they started a new patient portal project that focused on self-service and keeping customers updated.

There was also a key technical need. Because the platform would handle sensitive patient information, it had to follow HIPAA rules and keep patient data safe at every step.

The new platform had to:

Give customers a secure personal account
Support paid memberships and subscriptions
Let users send detailed healthcare requests (not just filling out a basic contact form)
Allow customers to track their requests and see replies from managers
Help managers handle new requests more easily
Sync customer requests between the website and the team’s internal system
Let customers book appointments with managers
Make it possible to add search and customer engagement features later

The goal was clear: make membership valuable from the start, without adding extra work for customers or the team.

country

Industry

services

feedback

"New portal gives our customers much better experience, and our team can get more done with less manual work."

Client Team

Research & Insights

design around both sides of the healthcare service journey

We needed the portal to connect both the customers making requests and the internal team handling them. Our research focused on how to organize requests, improve communication, and reduce manual work.

Rather than sending open-ended messages through a contact form, users could choose from several request types. This information would go straight to the team's platform, making it easier for managers to handle.

We also found a way to reduce the need for follow-ups. Customers could check request statuses and read manager comments directly in their accounts.

These changes made the process clearer for customers and reduced the team's workload.

Data security was another key consideration. Since the portal deals with patient information, we accounted for HIPAA compliance from the start and throughout the healthcare web application development process.

Solutions

tech stack

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Implementation

building a HIPAA-conscious architecture around no-code and low-code

Most standard websites and membership tools are not built to store protected healthcare information. To address this, we separated the customer-facing part from the sensitive data layer and used Xano to store and process the important data.

We ended up with a Webflow-based interface supported by a dedicated backend that manages the app’s data and automation needs. This practical setup let us build the healthcare portal without changing the client’s current tools.

Customers sign up through Memberstack and use Stripe to subscribe to the service. The portal connects with Calendly, so customers can book calls with managers directly during their request process.

The portal lets users submit different types of requests. When a request is sent, its data goes into Xano and is then automatically sent to Front.com.

Webhooks send updates back to the portal, so customers can check their request status without contacting the team.

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outcome

a faster way for healthcare customers to go from signing up to seeing first results

The new platform moves beyond a simple contact form and offers a clear, self-service journey for customers.

Now, users can do everything in one place: register, subscribe, send requests, talk to managers, book calls, and follow their requests. This makes the portal much more helpful, supporting the whole customer journey instead of just gathering contact details.

For the client’s team, requests now go straight into their main system, so there’s no need to copy information from the website by hand. This setup creates a smoother workflow between customers and managers, with automation taking care of data behind the scenes.

The new design helps client's members move from signing up to getting value and making their first request more quickly.

100%, HIPAA-compliant architecture

End-to-end, request tracking

100%, Automated data synchronization

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last words

the healthcare portal continues to evolve

With the new architecture in place, the client can continue to improve the healthcare portal without needing to change the core systems. This approach gives the business a flexible base to support future healthcare web app development as customer needs change.

The platform now offers:

Secure accounts and self-service tools for managing requests‍
Automatic data syncing between the customer portal and internal systems‍
Real-time updates on request status
Built-in options for subscriptions and booking appointments‍
Custom search and ranking features to help users find the right services‍
A smoother onboarding process

Like a well-designed treatment plan, the healthcare portal is built to evolve over time. Working with the client’s team, we are adding new features to help users find services, manage requests, and get the support they need more easily.