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Case study: How we helped optimise a Patient Support Programme (PSP) website and assess the need for a PSP Portal

The challenge

Our client wanted to evaluate and optimise their PSP website prior to launch to ensure a streamlined user experience across HCPs and patients / caregivers.

Our client also wished to assess the value in providing a PSP Portal to provide a customised experience in order to make a go / no-go decision on investing resources in creating a Portal.

patient support website shutterstock_1727115808
patient support website shutterstock_1727115808

The challenge

Our client wanted to evaluate and optimise their PSP website prior to launch to ensure a streamlined user experience across HCPs and patients / caregivers.

Our client also wished to assess the value in providing a PSP Portal to provide a customised experience in order to make a go / no-go decision on investing resources in creating a Portal.

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.

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