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.