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The solution
We conducted two phases of research:
Phase 1: Web-assisted telephone depth UX interviews with patients and HCPs who help
patients enroll in PSPs (office staff, nurses, physicians)
- A website prototype was developed and tested to understand expected features and content, with live viewing via screen share of the user experience
Phase 2: Web-assisted telephone depth interviews with patients and HCPs who monitor medication approvals and help patients enroll in PSPs (office staff,
nurses, physicians)
- Focus was placed on the value of portal offerings and minimum expected content and features to ascertain whether our client could deliver on the user expectations
The outcomes
- Agile approach allowed prototype iteractions
- Clear recommendations for optimising PSP website
- Identified key needs for a Portal offering
Our Phase 1 findings helped our client to provide an optimised user experience, across the various stakeholders interviewed, and we took an agile approach to test different iterations of a key feature. Taking this agile approach allowed us to continue to refine the experience and provide a final recommendation that was developed implementing feedback in real time.
In Phase 2, we delivered clear recommendations on the minimum expectations for what a Portal would need to offer, along with an alternative approach based on HCP experiences.
