IA, Navigation, Research, Design System
Challenge
Amwell's admin portal, where healthcare systems configure their virtual care services and provider networks, lacked the sophisticated role-based design needed by different admin users across internal teams and enterprise clients like CVS Health. Inconsistent terminology, no unified design standards and unclear navigation created significant barriers for both platform maintenance and user adoption.
Results
Through extensive user research and systems thinking, we introduced a scalable navigation framework that distinguishes between platform-wide and client-specific controls. The new role-based interface dynamically adjusts complexity based on admin permissions, while unified terminology and design patterns significantly improved platform understanding. The redesigned system now seamlessly scales from basic support views to complex multi-tenant configurations.
30%
82%
34%
Process
Leading with a UX audit and terminology alignment workshops across 8 departments, we established a standardized enterprise dictionary. User interviews and journey mapping informed our navigation framework design, featuring collapsible components for complex hierarchies. Close collaboration with design system and development teams ensured our solutions would scale effectively across different permission levels.
Learnings
Enterprise UX success depends heavily on consistent terminology and clear role-based design patterns. As project lead, I learned that aligning cross-functional teams on fundamental definitions unlocks faster development and adoption. The navigation framework's success proved that thoughtful information architecture can simultaneously serve diverse user needs while maintaining system scalability.
