Despite a recent overhaul, Eliza’s patient engagement management portal – a system
used by Health Maintenance Organizations (HMOs) and pharmaceutical companies to track communication with patients – was viewed as cumbersome and difficult to interact with. To
increase user engagement, reduce support calls, and surface key information more quickly, Eliza turned to Akendi to lead research and design activities to redesign the portal.
After sessions with the Eliza leadership team to capture business objectives, Akendi evaluated the usability of the existing portal to discover issues that deter users from completing key tasks. Akendi then conducted internal and external interviews to develop understanding of the user personas and usage scenarios.
With this understanding we redesigned the portal’s structure and visual design, rooted in the usability goals of the personas.
Thanks to the deep user knowledge uncovered by Akendi, Eliza focused its portal on verified user needs, rather than internal assumptions or the perceived needs of a specific client. Not only does the new, user-centered portal surface key content quickly, it incorporates simplified terminology and a modern, visually-appealing design that offers consistency and ease of use throughout the portal.
Akendi is a human experience design firm, leveraging equal parts
experience research and creative design excellence. We provide
strategic insights and analysis about customer and user behaviour and
combine this knowledge with inspired design. The results enable
organizations to improve effectiveness, engage users and provide
remarkable customer experiences to their audiences.
Akendi is an Experience Thinking™
innovation firm in digital user experience. We are specialists
consulting for companies and organizations. Located in Toronto and
Ottawa, Canada as well as London and Cambridge, UK.