Frequently asked questions

Yes. Every solution we build is designed and tested to meet or exceed WCAG 2.1 AA accessibility standards. This includes automated testing during development and manual accessibility testing with real users and assistive technologies. We provide an accessibility statement and are happy to discuss our testing methodology and results.

Implementation timeline depends on scope and complexity. A patient portal redesign typically takes 4-6 months from discovery through launch. A digital front door strategy project might be 3-4 months. Larger transformations with multiple systems can take 6-12 months. We work closely with your team to establish realistic timelines and break work into phases when needed.

Yes. We can design and implement integrations with most major EHR systems including Epic, Cerner, Medidata, and others. We work with your IT team and EHR vendor to plan the integration architecture, test connectivity, and manage the implementation. We use standard health IT protocols like HL7, FHIR, and direct secure messaging.

Data security is foundational. All systems are designed with HIPAA compliance in mind. We conduct security audits, implement encryption, manage access controls, and maintain detailed audit trails. We can discuss our specific security practices, infrastructure, and compliance certifications during a discovery conversation. Your data stays in your environment or on your approved cloud infrastructure.

We support multilingual interfaces and content from the start. We work with your organization to identify priority languages, plan content translation, and ensure the interface works well in all supported languages. We account for text expansion, right-to-left languages, and cultural considerations. We can typically support 5-10 languages initially, with expansion over time.

Yes, user testing is core to our process. We test with real patients, families, and staff throughout the project—during discovery, prototyping, and validation phases. Testing helps us identify barriers early, validate our design decisions, and ensure the final solution actually works for the people who'll use it. We recruit diverse users including people with disabilities.

We establish metrics during discovery based on your goals. Common metrics include appointment completion rates, no-show reduction, intake processing time, patient satisfaction, and digital inclusion measures. We provide baseline data, monitor metrics during and after launch, and deliver regular reports showing how your implementation is performing.

We provide staff training before launch, tailored to different user groups (clinicians, administrative staff, IT). We create user documentation and troubleshooting guides. Post-launch, we provide 30-90 days of intensive support, then ongoing support through our standard support channels. We can also provide train-the-trainer programs so your team can train new staff.

Yes. Content migration is often part of a larger implementation. We can audit existing content, plan migration strategies, coordinate with your content teams, and handle technical migration of content into new systems. We also often improve content during migration—rewriting for clarity, organizing better, and ensuring accessibility standards.

Staff adoption is critical to success. We conduct change management activities throughout the project: staff interviews to understand concerns, early involvement in design, training tailored to different roles, and post-launch support. We identify champions in your organization who can help evangelize and support the new systems. We also establish feedback loops to address adoption barriers quickly.

We can. If you're evaluating multiple vendors or solutions, we can help define requirements, assess vendor capabilities, and evaluate options. We also work with your procurement team to finalize contracts, establish SLAs, and plan implementation. Our goal is to help you make informed decisions based on your real organizational needs.

Schedule a discovery conversation with our team. We'll learn about your organization, challenges, and goals. If it seems like a good fit, we'll discuss approach, timeline, and next steps. There's no obligation—this conversation is just about understanding whether we can help and how.