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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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