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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

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.

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


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.

Benefits to client

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.

Meet our team

Image of Michael Higgins
Michael Higgins
Director, Digital Enablement, KPMG US

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