National Health Records From Friction to Function
My Health Record- Helping ADHA reposition MHR as a trusted, accessible part of Australia's digital healthcare future
Detail: Concept designs exploring an improved My Health Record experience.
THE CHALLENGE
A national health platform at risk of being ignored
Despite its scale, My Health Record was underused — with just 0.1% of users accessing records monthly. Without clearer value, better UX, and stronger trust signals, MHR risked becoming irrelevant. ADHA needed to revitalise the platform ahead of a planned shift to a mandatory opt-out model.
MY APPROACH
Reshaping the platform around real-world needs and behaviours
I led service design across multiple sprints — mapping user attitudes, testing ideal-state features like mobile app concepts with AI chat, and using cognitive load metrics to ensure new designs were simple, intuitive, and credible.
Detail: Early identification of key usability barriers (“Big Rocks”) that needed resolution to enable meaningful engagement with the platform.
THE IMPACT
Higher engagement, a clearer roadmap, and a credible path forward
We doubled usability scores across record access and onboarding tasks. Mobile and AI chatbot concepts saw 100% positive responses, while traditional forms scored zero. The research shaped ADHA’s product backlog and supported ongoing investment through Fjord and Accenture. By grounding My Health Record in lived experience and behavioural insight, we helped reposition it as a core part of future healthcare engagement — not just a government asset, but a tool people trust and use.
Detail: Exploratory mobile prototypes shaped the strategic vision and informed key decisions ahead of the My Health Record app launch years later.