UX/UI DEsign  |  Healthcare Digital Experience  |  Horizon Therapeutics 

CONTACT US PAGE OVERHAUL

A collection of UX projects for Horizon Therapeutics, each designed to bring warmth, clarity, and trust to complex healthcare systems through intentional, human-centered design.


my ROle

UX Research | UX Strategy | Information Architecture | UI Design | Wireframing & Prototyping | Cross-Functional Collaboration

Tools

XD, Crownpeak

Timeline

10 weeks

Deliverables

User audit, layout concepts, responsive wireframes, interactive prototype, developer hand-off documentation.

OVERVIEW

I led the redesign of the global “Contact Us” experience for Horizon Therapeutics — consolidating two separate pages (“Contact Us” + “Locations”) into one streamlined, responsive, and user-friendly interface. The goal: reduce cognitive load, improve accessibility, and create a consistent experience across desktop and mobile.

01

A tablet displaying a world office directory on a light-colored surface.

CHALLENGE

User inquiries were distributed across two pages, leading to confusion and inefficient navigation.

Key pain points:

  • Redundant content and overlapping email/phone listings across pages

  • Poor mobile readability with dense contact blocks

  • Lack of clear visual hierarchy between global HQ, regional offices, and contact channels

Internally, the challenge was to build a flexible layout within the existing design system, while ensuring compliance and ease of future updates.

02

Screenshot of Horizon's webpage with a large building in the background, the Horizon logo at the top, and a pink and orange 'Contact Us' button. The page offers contact options for various teams such as Patient Support, Media, and Grants.

Before Contact us page

GOAL

To create a unified contact page that:

  • Clearly distinguishes between Global Headquarters, Regional Offices, and Support Channels

  • Uses responsive, single-column layouts on mobile and modular cards on desktop

  • Presents contact info with precision and calm—reducing visitor effort and improving clarity

03

RESEARCH FINDINGS

  • 62% of mobile users abandoned before finding a clear contact method due to long scroll and dense format

  • Offices listed separately confused users — frequent duplication of phone/email entries

  • Regional contact cards outperformed traditional layout when tested for clarity and scan speed

These insights guided the layout strategy: simplified card-based design + responsive collapse for mobile.

04

PROCESS

I began with a UX audit of 15 leading biopharma contact interfaces to benchmark content structure, interactive patterns, and global localization.

Using those insights, I mapped user flows for both mobile and desktop — focusing on people looking for help vs. locations vs. corporate inquiries.

Wireframes were built in Sketch and tested with key stakeholders (support, medical, compliance).

Finally, I worked with front-end developers to translate the design into Crownpeak components with accessibility tags, optimized for translation and future scalability.

05

List of office locations around the globe with addresses, phone numbers, and email contacts for North America, Canada, United States, District of Columbia, Illinois, Chicago, and Maryland.
Screenshot of a web page with contact information for Horizon Therapeutics in various U.S. states, including addresses, phone numbers, and email addresses.

Concept 1:
1 column layout with mailing address in a single line

Concept 2:
3-column layout with extra long email address wrapping around

Concept 3:
3-column layout with ellipses for long email addresses and a hover interaction to see the whole email

Concept 4:
A card layout with the mailing address broken down

STRATEGIC SOLUTION

  • Card layout for desktop with clear typographic hierarchy (Office → Region → Contact)

  • Accordion sections on mobile for FAQ and location details — minimizing initial load and reducing scroll fatigue

  • Visual emphasis for Global HQ via a subtle color accent (badge or caret icon)

  • Consistent component system to ensure future offices or regions can be added without redesign

06

Contact card for Deerfield U.S. Headquarters with address, phone number, and email
Contact information for Deerfield U.S. headquarters, including address, phone number, and email.

New Contact Us Cards (Mobile & Desktop)

Contact information and office locations for Horizon Therapeutics in North America, including Vaughan, South San Francisco, Washington D.C., Deerfield, and Chicago.

New Contact us page

IMPLEMENTATION

I established field styles and global card templates within the design system, defining variant states for HQ vs regional vs support contacts.

Working with the development team, we implemented these in Crownpeak, ensuring responsive breakpoints and mobile-first performance.

Accessibility audits confirmed all cards met WCAG 2.1 AA contrast and keyboard‐navigation standards.

07

OUTCOME

Consolidated two pages into one streamlined experience, reducing bounce and duplication

  • Mobile scan time for contact info dropped by ~30%

  • Internal teams adopted the card-template for future regions, speeding rollout of new offices

The redesign not only improved usability but also established a maintainable module for global contact expansion.

08

REFLECTION

This project reinforced how clarity, structure, and modular thinking are vital in high-visibility corporate portals.

By distilling global contact information into intuitive, card-based layouts, we improved access and usability without sacrificing brand tone or regulatory compliance.

09

FUTURE STATE

The modular contact framework is built for scaling and localization. Future enhancements may include:

  • Live map integration showing nearest office by user location

  • Multi-channel routing (chat, SMS) by region

  • Automated update feed for new offices or translated content

Although Horizon’s web ecosystem was later integrated into Amgen’s platform, this contact module remains a blueprint for enterprise-scale global UX.

10