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Improved accessibility, understanding, and usability of patient adherence resources—enabling teams across regions and business units to operate within a unified, scalable adherence framework.

A multinational biopharmaceutical company sought to enhance how patient adherence was understood, communicated, and promoted internally. With teams spanning geographies, functions, and therapeutic areas, the company recognized that inconsistent interpretation of adherence could impact their ability to scale patient-focused initiatives and support employees with a clear, actionable model.

Challenge

Patient adherence meant different things to different teams. Variations in terminology, mental models, and levels of understanding made it difficult to organize resources, align education, and deliver a cohesive intranet experience. As a result, adherence knowledge was fragmented—slowing onboarding, reducing consistency across initiatives, and limiting the organization’s ability to operationalize adherence at scale.

Solution

A human-centered, experience-led approach was used to align perspectives, structure knowledge, and design a scalable internal platform. 

Discover 

  • Interviewed employees across global business divisions to uncover how adherence was understood, applied, and discussed in day-to-day work. 
  • Identified gaps, overlaps, and friction points in existing tools, resources, and mental models. 

Define 

  • Synthesized insights into key challenges related to organizing adherence tools, techniques, and educational content. 
  • Established a shared conceptual framework and common language for patient adherence across the organization. 

Design 

  • Conceptualized and designed the healthcare intranet’s information architecture to support clarity, findability, and learning. 
  • Created detailed site models mapping user journeys, page hierarchy, and content relationships. 
  • Built a prototype for user testing to refine usability and ensure alignment with employee needs. 

Impact

  • Delivered a cohesive, user-friendly healthcare intranet that unified patient adherence education across global teams. 
  • Enabled faster, more intuitive access to adherence tools and resources, improving employee experience and engagement. 
  • Improved organizational alignment around patient adherence, supporting more consistent adoption of adherence practices across divisions and regions. 
  • Established a scalable foundation for onboarding, education, and future adherence initiatives. 

Experience design

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FAQs

Your questions,
answered.

A patient adherence framework is a structured approach for organizing how an organization defines, communicates, and supports patient adherence. It establishes shared terminology, resources, and processes so employees across teams can consistently promote adherence initiatives, especially in large healthcare and biopharmaceutical organizations.

A shared understanding of patient adherence improves consistency across regions, business units, and therapeutic areas. When employees use the same language and concepts, organizations can simplify onboarding, reduce confusion, improve collaboration, and deliver more coordinated patient-focused programs.

A well-designed healthcare intranet organizes information so employees can quickly find relevant guidance, tools, and educational content. Clear navigation, logical information architecture, and user-centered design reduce search time and help teams apply consistent patient adherence practices in their daily work.

Inconsistent terminology can lead to fragmented knowledge, duplicated efforts, and different interpretations of patient adherence across teams. This makes it harder to standardize education, support employee onboarding, and scale patient adherence initiatives across a global healthcare organization.

User research helps organizations understand how employees access, interpret, and use information. Interviews and usability testing reveal knowledge gaps, pain points, and navigation issues, allowing organizations to design healthcare platforms that better support learning, collaboration, and day-to-day decision-making.

Improving information architecture makes healthcare content easier to find, understand, and use. Better organization of pages, resources, and user journeys enhances employee experience, supports faster onboarding, reduces information overload, and improves the consistency of internal knowledge sharing.

A healthcare organization should consider redesigning its internal knowledge platform when employees struggle to find information, use inconsistent terminology, or rely on disconnected resources. Updating the platform can improve collaboration, streamline training, and create a scalable foundation for future initiatives.

A unified patient adherence platform standardizes knowledge, educational resources, and employee guidance across the organization. This enables teams in different regions and functions to work from a common framework, making it easier to expand adherence programs while maintaining consistency and operational efficiency.

Answer