Putting critical information in healing hands

KPMG helped an academic medical center replace an antiquated system with an easy-to-use user portal that made employees' lives easier and reduced costs.

A non-profit hospital and multi-specialty academic health science center​
Self-service technology portal design
  • Client challenge
  • Benefits to client
  • Approach
  • KPMG insights

Client challenge

Although this hospital is renowned for its technologically advanced medical education and research centers, its internal systems for employees to purchase technology, access technology-related knowledge bases, and reach technical help desk agents were archaic and disconnected. The hospital asked KPMG to bring these processes together in a customized, self-service user portal.

Benefits to client

The new hospital portal was truly built around the needs of the hospital staff. It features a clean and intuitive interface, straightforward navigation, well-organized content and an easier way to get support. Since its implementation, it has improved the overall user experience, increased self-service adoption, enabled faster issue and query resolution time, decreased service-desk call volume and reduced the hospitals support-related expenses.


KPMG deployed three teams of professionals — from its Chief Information Officer Advisory (CIOA), ServiceNow, and Experience Design and Engineering practices — to collaborate with the client in development, design and deployment. We started by getting a deep understanding of users' pain points and needs. This would inform every step of the process. Experience Design and Engineering designers worked in tandem with CIOA’s front-end developers to create the functionality and user interface for the portal, and KPMG’s ServiceNow team then implemented the build.

KPMG insights

Put yourself in your users’ shoes

The most critical success component of a software-based portal is providing an easy, stress-free user experience. When designing your portal, make sure you understand all your users’ pain points and needs so you can deliver an easy and intuitive experience.

Make it really mobile

To satisfy your increasingly mobile workforce, a “responsive design element” will help ensure your portal’s interface adjusts to allow access to all portal-based content on any device from any location.

We started by getting a deep understanding of users' pain points and needs.