Accessibility and consistency for all internal applications.

Challenge

The European Medicine Evaluation Agency  (EMEA) has a wide range of tools across Europe which needed to be consistent in their function and usability, whilst accommodating different languages and ethnography.

Our approach

We undertook a holistic approach, looking at the main issues that required investigation and validation. We studied other applications looking for thematic insights into problems which undermined existing applications—researching the challenges of implementing different character sets and languages within a digital interface, recommending through research a usable standardised model which provided the capability to cater for different languages.

We conducted an information architecture exercise and search was also an essential element of standardisation that needed consideration. Using data statistics, user interviews surveys and prototypes, we uncovered and understood how users used the search facility, its current shortcomings and where improvements need making.

Outcomes

Through our UX Discovery & Research engagement, via workshops, interviews, we produced recommendations and prototypes that accommodated different languages and ethnography, whilst ensuring consistent usability. We enabled users to search and find information much more efficiently.

We mentored the client to help them mature their UX maturity model by following our UX model which accelerated development and improved user outcomes.

Benefits

The enhanced internal information architecture removed navigational ambiguity. We removed on average, approx 2 clicks per interaction.

We delivered a consistent and reliable set of standards to enable all future internal application development to accommodate all language and regional differences, whilst remaining usable.

We produced a common standard for UX within the organisation.

We mentored EMEA to adopt our UX standards and principles.

OTHER HEALTHCARE & PHARMA CASE STUDIES

Global Intranet Project

To define and build a global internal portal for all employees and departments that allowed communication of organisational news and empowered departments to carry out the business of the company more efficiently and securely.

NHS Applications

United Health needed to introduce UX to the UK branch of the organisation. They needed to consolidate the user experience of all their applications. We introduced UX best practices to the organisation and implemented UX methodologies across their enterprise of applications tools

Revenue Cycle Management

The Health Authority of Abu Dhabi (HAAD) Required a SaaS payment validation application for revenue cycle management, which ensured healthcare providers are paid correctly and on time.