HEALTH TECH CONVERSATION DESIGN
Copy That Puts
Humans First,
Compliance Second.
Seven health portals. One content governance system.
A conversation design framework built on 16 years of clinical nursing.
7
PORTALS
5
REGULATIONS
16
YEARS CLINICAL
Raven Lolia · ravenloliawrites.com
01 TELEHEALTH
ClearCare
02 SCHEDULING
Proceed
03 WEARABLE
Pulse
04 FITNESS
Thrive
05 EMERGENCY
ER Check-In
06 RX & LABS
RxClear
07 CLINICAL CHART
ChartOS
GOVERNANCE
System
DESIGN PHILOSOPHY
Every word is a clinical decision.
Most health products are designed by engineers who test with product managers.
These portals were designed by a nurse who understands what a person feels at
2 AM reading a lab result — and what copy needs to do about it.
01
Emotional state
before interface state
Tone, vocabulary, and cognitive load are calibrated to where the user is — not where the product wants them to be.
02
Compliance as
copy craft
HIPAA, FDA, FTC, Section 508, and CMS rules are embedded in the copy architecture — not appended as disclaimers.
03
The caregiver is
a user, not an edge case
The person next to the patient gets explicit copy designed for their context, their fears, and their authorized access.
PORTAL 01 · TELEHEALTH PLATFORM
HIPAA · Section 508 · FTC
01 ClearCare
"Your care is in good hands."
Autonomy bias
Peak-end rule
Cognitive fluency
Endowment effect
USER EMOTIONAL STATE
Anxious · Anticipatory
ClearCare
DESIGN REGISTER
Warm, organic — sage palette, Fraunces serif
WHAT MOST PLATFORMS MISS
Captures emotional state before the visit begins — mood check routes context to the provider before the patient joins. Most platforms open with a waiting room.
READABILITY TARGET
Grade 7
PORTAL NUMBER
01 of 07
Raven Lolia · Health Tech Conversation Design · Portal 01: ClearCare
ravenloliawrites.com
PORTAL 01 · CLEARCARE · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"Add a note for Dr. Reyes before her visit — she sometimes forgets to mention shortness of breath."
ACCESS SCOPE
Caregiver toggle shows authorized actions: add pre-visit note, request to join, view post-visit summary.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · Section 508 · FTC. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 01: ClearCare · Caregiver Design
ravenloliawrites.com
PORTAL 02 · OUTPATIENT SCHEDULING
HIPAA · CMS · Section 508
02 Proceed
"You're in the right place. Let's find a time that works."
Zeigarnik effect
Loss aversion
Framing effect
Cognitive fluency
USER EMOTIONAL STATE
Worried · Uncertain
Proceed
DESIGN REGISTER
Navy & teal, Playfair Display — authoritative but reassuring
WHAT MOST PLATFORMS MISS
"What to expect on the day" timeline is built into the scheduling flow — not buried in a confirmation email. Caregiver panel states legal escort obligations before booking, not at arrival.
READABILITY TARGET
Grade 8
PORTAL NUMBER
02 of 07
Raven Lolia · Health Tech Conversation Design · Portal 02: Proceed
ravenloliawrites.com
PORTAL 02 · PROCEED · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"You cannot leave her at the facility. Someone must stay for 4 hours post-discharge."
ACCESS SCOPE
Family scheduler role with explicit transport obligations and discharge rules stated during booking.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · CMS · Section 508. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 02: Proceed · Caregiver Design
ravenloliawrites.com
PORTAL 03 · WEARABLE DATA DASHBOARD
HIPAA · FDA 21 CFR · Section 508
03 Pulse
"Your data. In context. Shared with your care team."
Framing effect
Cognitive fluency
Social proof
Autonomy bias
USER EMOTIONAL STATE
Data-curious · Mildly anxious about readings
Pulse
DESIGN REGISTER
Dark terminal aesthetic — IBM Plex Mono, cyan accent
WHAT MOST PLATFORMS MISS
"Shared with Dr. Reyes" confirmation closes the loop between consumer device and clinical encounter. Caregiver view shows curated summary — not raw feeds. Alert copy avoids diagnostic language.
READABILITY TARGET
Grade 7
PORTAL NUMBER
03 of 07
Raven Lolia · Health Tech Conversation Design · Portal 03: Pulse
ravenloliawrites.com
PORTAL 03 · PULSE · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"This data has been shared with Dr. Reyes for your visit today."
ACCESS SCOPE
Caregiver view: curated alerts, sleep average, step count — clinically framed, not raw data.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · FDA 21 CFR · Section 508. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 03: Pulse · Caregiver Design
ravenloliawrites.com
PORTAL 04 · DAILY HEALTH & FITNESS APP
FTC · Section 508 · FDA (no diagnostic claims)
04 Thrive
"You're 2 minutes from your exercise goal."
Zeigarnik effect
Endowment effect
Loss aversion
Peak-end rule
USER EMOTIONAL STATE
Motivated but inconsistent
Thrive
DESIGN REGISTER
Vibrant, mobile-first — Outfit typeface, activity rings
WHAT MOST PLATFORMS MISS
AI coach interprets data, doesn't just report it: "A 10-minute walk after lunch would close all three rings." Caregiver view surfaces mood trends for family supporting chronic conditions — a user state almost never designed for.
READABILITY TARGET
Grade 7
PORTAL NUMBER
04 of 07
Raven Lolia · Health Tech Conversation Design · Portal 04: Thrive
ravenloliawrites.com
PORTAL 04 · THRIVE · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"Viewing for a loved one? See mood trends and send encouragement."
ACCESS SCOPE
Caregiver mode shows mood log trends and an encouragement action for chronic condition support.
COMPLIANCE LAYER
All caregiver copy has been validated against: FTC · Section 508 · FDA (no diagnostic claims). Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 04: Thrive · Caregiver Design
ravenloliawrites.com
PORTAL 05 · EMERGENCY DEPARTMENT INTERFACE
HIPAA · EMTALA · Section 508
05 ER Check-In
"What brings you in today?"
Cognitive fluency
Autonomy bias
Framing effect
Social proof
USER EMOTIONAL STATE
Frightened · In pain · Maximum cognitive load
ER Check-In
DESIGN REGISTER
High-contrast dark — Barlow Condensed, red urgency signaling
WHAT MOST PLATFORMS MISS
Severity captured before identity — not insurance, not name. Critical bypass notice always visible above the form, never scrolled past. Language selector is first-screen, not buried in settings.
READABILITY TARGET
Grade 6
PORTAL NUMBER
05 of 07
Raven Lolia · Health Tech Conversation Design · Portal 05: ER Check-In
ravenloliawrites.com
PORTAL 05 · ER CHECK-IN · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"You can check in on their behalf. We have interpreters and patient advocates available at no cost."
ACCESS SCOPE
Caregiver / interpreter / patient advocate options surface before the form begins — not discovered at the desk.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · EMTALA · Section 508. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 05: ER Check-In · Caregiver Design
ravenloliawrites.com
PORTAL 06 · RX & LAB RESULTS PORTAL
HIPAA · FDA · CMS
06 RxClear
"Your lab results, explained."
Framing effect
Cognitive fluency
Loss aversion
Autonomy bias
USER EMOTIONAL STATE
Anxious about numbers — prone to anxious Googling
RxClear
DESIGN REGISTER
Clean institutional light mode — Plus Jakarta Sans
WHAT MOST PLATFORMS MISS
Every flagged lab result includes a plain-language panel: what the test checks, what the value means, and what doesn't need to happen right now. Caregiver access scope is explicitly defined — not implied.
READABILITY TARGET
Grade 7
PORTAL NUMBER
06 of 07
Raven Lolia · Health Tech Conversation Design · Portal 06: RxClear
ravenloliawrites.com
PORTAL 06 · RXCLEAR · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"Authorized for: medication review, lab summaries. Not authorized for: mental health records."
ACCESS SCOPE
Explicit caregiver access scope with clear boundaries — prevents both over-sharing and under-sharing.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · FDA · CMS. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 06: RxClear · Caregiver Design
ravenloliawrites.com
PORTAL 07 · CLINICAL EHR CHART VIEW
HIPAA · 21 CFR Part 11 · Section 508
07 ChartOS
"Provider-facing. Precision-built."
Cognitive fluency
Framing effect
Autonomy bias
Social proof
USER EMOTIONAL STATE
Time-pressured · Information-dense
ChartOS
DESIGN REGISTER
Utilitarian density — JetBrains Mono + DM Sans
WHAT MOST PLATFORMS MISS
Caregiver access scope is surfaced at the provider level — "James Chen (son): authorized for medication review and lab summaries. Not authorized for: mental health records." The only portal designed for the clinician reading a chart while family is in the room.
READABILITY TARGET
Clinical register
PORTAL NUMBER
07 of 07
Raven Lolia · Health Tech Conversation Design · Portal 07: ChartOS
ravenloliawrites.com
PORTAL 07 · CHARTOS · CAREGIVER DESIGN
The person next to the
patient is also your user.
Most digital health products give caregivers a login and call it 'family access.'
This portal gives them context, authorized actions, explicit scope, and copy
written for their specific fear — which is different from the patient's fear.
WHAT THE CAREGIVER SEES
"Caregiver access: James Chen (son) — authorized for medication review and lab summaries. Not authorized for: procedure notes, mental health records."
ACCESS SCOPE
Caregiver access notice visible to the provider at chart level — a real clinical scenario existing EHRs handle by silence.
COMPLIANCE LAYER
All caregiver copy has been validated against: HIPAA · 21 CFR Part 11 · Section 508. Scope is explicit — no ambiguity about what a caregiver can and cannot see.
COPY PRINCIPLE APPLIED
Autonomy bias — the patient's control over shared information is stated, not implied. The caregiver understands what they have access to and why.
Raven Lolia · Portal 07: ChartOS · Caregiver Design
ravenloliawrites.com
CONTENT GOVERNANCE SYSTEM
The compliance layer�beneath everything.
Every portal is built on a 3-layer governance system that runs before a single word ships.
Hard stops block publication. Warnings require review. Readability targets are enforced.
HARD STOPS — 6 RULES
— PHI in user-facing copy
— Unqualified cure claims
— Unsupported health guarantees
— Non-descriptive link text
WARNINGS — 6 RULES
— Complex medical jargon
— Fear-based language
— Non-inclusive patient language
— Missing disclaimer signal
READABILITY TARGETS
— FK Grade 6–8 (hard stop at 10+)
— Reading Ease 60–70+
— Avg sentence ≤20 words
— Consent copy Grade 8 max
REGULATORY COVERAGE
— HIPAA — PHI rules
— FDA — 21 CFR Part 11
— FTC — health claims
— Section 508 / ADA Title III
6-GATE REVIEW PROCESS
— Gate 1: Automated compliance scan
— Gate 2: Readability review
— Gate 3: Clinical accuracy
— Gate 4: Legal sign-off
PSYCHOLOGY LAYER
— Loss aversion (with health cautions)
— Endowment effect
— Zeigarnik effect
— Cognitive fluency
Raven Lolia · Content Governance System · ravenloliawrites.com
CONVERSATION DESIGN FRAMEWORK · PSYCHOLOGY OF COPY
8 principles. Applied with intention,
not as manipulation.
In health tech, these principles require specific cautions — loss aversion, for example, causes avoidance
behavior when applied to chronic condition management. Knowing when NOT to use a principle
is as important as knowing when to use it.
Loss Aversion
⚠ NEVER for health behavior change — causes avoidance
USE: SaaS/fintech conversion
Endowment Effect
'Your health score', 'your care team' — strong fit in health
USE: Onboarding, dashboards
Zeigarnik Effect
Effective in onboarding when completion delivers real value
USE: Scheduling, setup flows
Cognitive Fluency
Critical in health — simplicity = trust = compliance
USE: All health contexts
Framing Effect
Gain frame for prevention; loss frame for detection/screening
USE: Lab results, alerts
Social Proof
Normalize, don't pressure — all claims must be FTC-safe
USE: Behavior change apps
Autonomy Bias
Patient autonomy is an ethical principle AND engagement driver
USE: Consent, access control
Peak-End Rule
Care completion moments are remembered most — design them
USE: Post-visit, milestones
Raven Lolia · Conversation Design Framework · ravenloliawrites.com
COMPLIANCE COVERAGE MATRIX · ALL 7 PORTALS
Every portal. Every regulation.
Portal
HIPAA
FDA / 21 CFR
FTC
Section 508
EMTALA / CMS
Readability
Caregiver Layer
ClearCare
✓
—
✓
✓
CMS
Grade 7
Visit access · notes · summary
Proceed
✓
—
—
✓
CMS
Grade 8
Scheduler role · transport obligations
Pulse
✓
21 CFR
—
✓
—
Grade 7
Curated summary · alert delegation
Thrive
—
FDA
✓
✓
—
Grade 7
Mood trends · encouragement actions
ER Check-In
✓
—
—
✓
EMTALA
Grade 6
Multilingual · interpreter · advocate
RxClear
✓
FDA
—
✓
CMS
Grade 7
Scoped access · explicit limits
ChartOS
✓
21 CFR
—
✓
—
Clinical
Provider-visible scope notice
Raven Lolia · Compliance Coverage · ravenloliawrites.com
HOW I WORK · THE PROCESS BEHIND EVERY PORTAL
Clinical UX writing isn't guesswork.
It's a structured methodology.
01
🧩
Context Interview
Who is the user? What are they feeling? What's the product type and compliance scope? I ask before I write a single word.
02
🗺
Emotional Mapping
Map every touchpoint to an emotional state. Match the NNG tone dimension to context. Identify anxiety hotspots and decision moments.
03
✍️
Copy with Reasoning
Write primary copy plus alternatives. Annotate every decision with the psychological principle applied and the compliance consideration checked.
04
🔍
Governance Scan
Run the automated checker. Resolve hard stops. Flag warnings for clinical review. Verify reading level. Document for audit trail.
05
✅
Stakeholder Handoff
Deliver annotated copy with rationale, compliance status, alternatives, and research questions so the team can test, iterate, and build.
Raven Lolia · Process Overview · ravenloliawrites.com
AVAILABLE FOR PROJECTS
Your product should feel
like a
conversation,
not a form.
I bring 16 years of clinical nursing, UX Writing Hub certification, and a content governance system
that keeps health products compliant without sacrificing human connection.
ravenloliawrites.com
linkedin.com/in/ravenlolia
7
Portals Built
5
Regulatory Layers
16 yrs
Clinical Background
3-Layer
Governance System