The ePortal supports a wide range of users, including providers, administrative staff, and system admins. Each with their own variety of permissions, workflows, and levels of technical comfort. Over time, the homepage, masthead, and navigation became harder to navigate, increasing task friction and reliance on the help desk.
My approach focused on making users' everyday tasks easier to find and understand while still supporting the complexity required by advanced roles. Rather than treating this as a visual refresh, I prioritized foundational improvements to the:
I worked closely with our product, engineering, and QA teams to phase changes in a way that balanced the usability improvements with technical feasibility.
Research combined a variety of methods including; competitive audits, user interviews, card sorting workshops, tree testing (101 participants), and multiple rounds of A/B testing with both providers and internal staff. Early assumptions suggested users wanted more customization within the ePortal. However, research revealed a stronger need for clarity, predictability, and guided paths, especially for users juggling administrative responsibilities.
Key Insights:
The ePortal redesign centers around a clearer, role-aware navigation system and a task-driven homepage that supports both efficiency and orientation.
Core improvements include:
The final solution balances familiarity for experienced users and includes guidance for newer or less frequent users. The ePortal redesign centers around a clearer, role-aware navigation system and a task-driven homepage that supports both efficiency and orientation.
For a deeper look at the research, iterations, and testing behind this redesign:
View Full Case Study Deck (PDF)
Both navigation concepts tested well, but users with lower technical familiarity consistently preferred the Operator model.
Based on these results, Version A was refined and selected for build. Early feedback highlighted improved clarity, confidence, and ease of navigation.
“It’s much easier to understand where I am and what I need to do next.”
This project reinforced the importance of balancing familiarity with improvement. Small, intentional changes to navigation, language, and hierarchy had an outsized impact on usability. It also strengthened my experience collaborating across teams and advocating for user needs while working within real technical and business constraints.
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