Overview
Our UX team was tasked with redesigning the customer portal for Evidi, a business consulting firm serving a diverse clientele in Norway. The goal was to create a fresh, adaptable interface that would streamline request management while preparing for future expansions into work order and project management functionalities.
Challenge
Evidi's customer portal presented unique UX design challenges:
Designing for a wide user demographic, from tech-savvy youth to less tech-proficient older users
Creating a guided experience that doesn't compromise efficiency for advanced users
Developing a scalable design system to accommodate future feature expansions
Balancing professional aesthetics with approachability for a diverse client base
Integrating existing elements (like the questionnaire) seamlessly into a new design language
Solution
We addressed these challenges with tailored UX approaches:
Adaptive User Journeys: We designed user flows that adapt based on user behavior, offering more guidance to novice users and streamlined paths for experienced ones.
Progressive Disclosure Interface: We implemented a information architecture, revealing complex features gradually to prevent overwhelming new users.
Inclusive Design Patterns: We employed accessible design principles, ensuring the portal is usable for clients with various abilities and tech proficiencies.
Contextual Help System: We integrated an intelligent help system that provides relevant guidance based on the user's current task and historical behavior.
Overview
Our UX team was tasked with redesigning the customer portal for Evidi, a business consulting firm serving a diverse clientele in Norway. The goal was to create a fresh, adaptable interface that would streamline request management while preparing for future expansions into work order and project management functionalities.
Challenge
Evidi's customer portal presented unique UX design challenges:
Designing for a wide user demographic, from tech-savvy youth to less tech-proficient older users
Creating a guided experience that doesn't compromise efficiency for advanced users
Developing a scalable design system to accommodate future feature expansions
Balancing professional aesthetics with approachability for a diverse client base
Integrating existing elements (like the questionnaire) seamlessly into a new design language
Solution
We addressed these challenges with tailored UX approaches:
Adaptive User Journeys: We designed user flows that adapt based on user behavior, offering more guidance to novice users and streamlined paths for experienced ones.
Progressive Disclosure Interface: We implemented a information architecture, revealing complex features gradually to prevent overwhelming new users.
Inclusive Design Patterns: We employed accessible design principles, ensuring the portal is usable for clients with various abilities and tech proficiencies.
Contextual Help System: We integrated an intelligent help system that provides relevant guidance based on the user's current task and historical behavior.
Process overview
For Evidi's portal, we employed a distinctive approach:
We conducted multi-generational user research to understand varying tech comfort levels
We created bilingual prototypes to ensure the design worked well in both Norwegian and English
We developed a flexible design system that maintains brand consistency while allowing for future feature integration
Process overview
For Evidi's portal, we employed a distinctive approach:
We conducted multi-generational user research to understand varying tech comfort levels
We created bilingual prototypes to ensure the design worked well in both Norwegian and English
We developed a flexible design system that maintains brand consistency while allowing for future feature integration
Results and impact
The redesigned Evidi customer portal has significantly improved client satisfaction across all age groups. Users report feeling more in control of their requests, with the guided interface receiving praise for its intuitive nature. The portal has seen increased engagement, particularly from previously less active older clients. Our design has successfully transformed Evidi's portal into a versatile, user-friendly platform that caters to a diverse clientele while setting the stage for future expansions.
Results and impact
The redesigned Evidi customer portal has significantly improved client satisfaction across all age groups. Users report feeling more in control of their requests, with the guided interface receiving praise for its intuitive nature. The portal has seen increased engagement, particularly from previously less active older clients. Our design has successfully transformed Evidi's portal into a versatile, user-friendly platform that caters to a diverse clientele while setting the stage for future expansions.
