Access to affordable healthcare remains a major challenge for millions of uninsured and underinsured Americans, as well as for international travelers navigating the U.S. healthcare system. Despite advancements such as the Affordable Care Act, nearly 26 million Americans are still uninsured, and many insured individuals continue to face high out-of-pocket costs. These gaps often result in delayed care, worsened health outcomes, and overwhelming medical debt. MyPhysicianPlan addresses this need through a flexible, self-pay primary care model that bypasses traditional insurance, offering accessible in-person and virtual care, lab tests, and prescriptions at reduced rates. To optimize its usability, HITLAB conducted a heuristic evaluation of the platform using Jakob Nielsen’s Heuristics and user personas representing typical end users.

HITLAB’s evaluation identified multiple strengths such as clear progress indicators, streamlined navigation, and intuitive workflows. However, opportunities for improvement were noted in areas such as error prevention, clarity of terminology, action reversibility, and user support. The findings underscore the platform’s solid foundation and highlight critical refinements to enhance usability. HITLAB’s recommendations and insights will guide future iterations, helping the platform better support its mission of delivering inclusive, simplified, and effective healthcare solutions for diverse user groups.