Hi! I’m Robyn, I’m a senior UX researcher, specializing in UX strategy and service design for healthcare.
I come from Idaho, where I grew up playing any and all sports, as well as playing on my dad’s computer. Always messing around with programs and playing games.
I like to say I have a healthy balance of being a “sporty spice” and being a nerd. I love board sports (surfing, skateboarding, snowboarding) and learning about computers (HTML, Figma, video games).
With a UX & healthcare background, I’m looking to make a positive impact in the lives of patients and advocating for them by improving one user experience at a time.
My primary skills are centered in UX research. I have 6 years of experience in healthcare focused UX research, and specialize in service design for both patients and all aspects of the clinical side. You’ll see below the highlights of my career in UX research and a look into my design skills as well.
You can connect with me on LinkedIn here!
Research Case Study:
Analyzing Patients’ Access To Their Medical Records
A patient focused research study on the relationship between patients and their medical records; finding pain points and developing solutions to improve this relationship.
As of 2025, there is no national standardization of storing and sharing patients’ electronic medical records in the U.S.
Research has shown that this lack of standardization and ease of sharing documents between providers can lead to patient harm* as well as increase strain on the healthcare industry
The only sector in the U.S. with a nationwide sharing of medical records and complete patient access is the V.A.
Other first world countries such as Australia, Sweden, and Finland
standardize their electronic health records system to emphasize total patient access to records and sharing documents among providers nationwide to enhance continuity of care.
Why Does This Matter?
The global market value for the electronic health record industry is forecast to be $35.23B by 2030 and brings important health information to patients and providers.
Continuity of care is enhanced by safe and appropriate record sharing between providers and patients. It is associated with improved patient participation in managing their health, and reduced hospital admissions and emergencies.
Delays in sharing important health information can have drastic impacts to patients and the healthcare system.
Current Industry Leader In The US:
Epic/MyChart
Estimated Value: $38.4B
Revenue in 2022: $4.6B
25 interviews were conducted with people of varying ages and genders, and asked them several questions related to their experience when requesting their medical records and their thoughts on the experience
Quantitative Research Highlights
User Interviews Conducted: 25
36% never received their records after a formal request, with no explanation as to why from the healthcare organizations.
And the remaining 64% of interviewees stated they struggled to obtain their records when they made a formal request, taking at least 3-4 weeks and multiple steps to complete the process.
Alarmingly, 100% of interviewees had extreme difficulty understanding what was said on their records, causing confusion in regards to their health.
65% of interviewees said having increased access to their records makes them feel more in charge of their health
80% of interviewees interviewed said they would want all of their digital medical records in one place
This is alarming because U.S. HIPAA law states that the maximum amount of time allowed to complete a request is
60 days*
Action
Pain Point
Process To Obtain Records
“It took a whole 5 months”
“They don’t always send them to me”
“I don’t know where to go”
“I started asking for records while at my appointments”
“I have to ask the staff multiple times”
“I have to look things up on Google”
Reason for Requesting Records
“I moved to a new city”
“Help my parents with their health”
“Changed doctors”
“Address a medical concern”
“To share medical information with another specialist or provider
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One woman had to wait 5 months for a set of records, and the delay in care caused a major medical emergency
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“I honestly don’t know where to get my immunization records because the hospital I think they are at is no longer operating”
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A mom never received her child’s health records from a previous doctor; and she struggled explaining an important medical event that happened to her infant daughter.
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Frequently feeling overwhelmed by the amount of physical paperwork he handles for his father’s health
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A young soccer player was unable to return to practice after injury for an extra 2 months due to waiting for a signature from her doctor
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Confusion about his health record causes him to schedule an additional appointment with his provider for clarification
Research Conclusion
Patients want to better understand their medical records
Patients want improved access to their records
“Track my child’s health”
The Many Pain Points Of The Current User Flow
User want to request records
Calls their doctor’s office
Never receives records
Has to find other means to get records
Gives up
Qualitative Research Highlights
Affinity Mapping
Most Common Responses
Reviewing Records
“I don’t understand the jargon”
“It’s hard to understand”
“I wish I knew what it means, is this a bad thing or a good thing?”
“I’ll call my doctor’s office for clarification”
Important Stories
Requests for record to be sent to another provider
Required to physically pick up the records
No follow up
Has to repeat the process
Discovers task hasn’t been completed
Required to physically deliver records to another provider
Takes time out of day
Receives records
Can’t understand terminology
No confirmation task has been completed
Bridging The Gap
Research data identified the most important problems to solve for
Design Case Study:
The Last Health Portal You’ll Ever Need
After some quick sketching, feedback sessions, and iterations…
Solutions
Providing organization and storage of all health documents.
Allowing any provider to send your records directly to you.
Custom home page based on specialties you see most often
Tracking the status of your requests for medical records,
holding providers and staff accountable.
DESIGN CHOICES
Usability testing revealed that users want their documents to be organized by categories, followed by chronological order
Utilizing AI to simplify documents was a key and favorite feature for users
An inbox that notifies which documents have been received from providers helped users to feel more organized
This web based portal created a solution for improved access to medical records for patients.
Easing their minds and making life easier by putting the power into their hands.
I Arrived At The Prototype Solution:
User Needs
Access documents whenever they need/want
Send/receive documents to providers
Easily read/understand the documents
Easy to find specific documents
A “one-stop shop” for all of a user’s medical records.
Reducing the overwhelming number of portals that users currently access.
And putting ownership of records in their hands that they are entitled to.
24/7 Access to the portal and documents
Messaging function with tracking
AI document simplifier for medical terms
Organize by categories
Simple organization of files
Easily open files in a PDF reader
AI for simplifying complex medical documents
service blueprint section
Figma
Stakeholder Management
What I do
(and do well)
Wireframing
UX Research
Communication & Collaboration
User Journeys
Usability Testing
Compelling Storytelling
User Personas
Lo & Hi-fidelity Prototyping
I’m looking forward to talking with you and pursuing our professional goals together.
Find me on LinkedIn