Evidi Customer Portal
A customer portal that actually reduces support calls.
Overview
Overview
Evidi, a business consulting firm in Norway, needed a modern customer portal where clients could manage requests, track progress, and find answers — without picking up the phone. Their client base spanned all ages and technical abilities, so the portal had to be intuitive for everyone, from digital natives to clients who rarely use technology. Bilingual support for Norwegian and English was essential.
The Challenge
The Challenge
Evidi's existing portal was dated and underused. Clients — especially older ones — found it confusing and defaulted to calling or emailing instead. The challenge wasn't just making the portal look better; it was designing an experience that genuinely adapts to different levels of technical comfort. A 25-year-old consultant and a 65-year-old business owner needed to find the same portal equally easy to use. And it had to work seamlessly in both Norwegian and English.
The Solution
The Solution
We redesigned the portal with adaptive user journeys that adjust guidance based on how confidently someone navigates. New or hesitant users see more contextual help and step-by-step guidance; experienced users get a streamlined, efficient interface. Progressive disclosure prevents overwhelming anyone on first visit — features reveal themselves as users need them. Inclusive design patterns ensure accessibility across varying abilities and tech proficiency. Bilingual prototypes were created for both Norwegian and English, with careful attention to how the design works in both languages.
The Results
The Results
Client satisfaction improved significantly across all age groups following the redesign. Engagement from previously less active older clients increased notably — many who had avoided the portal started using it regularly. The adaptive approach meant both tech-savvy and less technical clients felt the portal was designed for them. The consulting team saw a measurable reduction in routine support requests as clients became more self-sufficient.
Key Features
What we delivered.
Adaptive user journeys based on user confidence level
Progressive disclosure to prevent information overload
Inclusive design for varying abilities and tech proficiency
Bilingual support for Norwegian and English
Contextual help system with step-by-step guidance
Streamlined request management and progress tracking
Gallery
A closer look.
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