Diagnosis and Redesign of the Patient Portal Experience for Janssen Regional
- Client
- Janssen (Johnson & Johnson)
- Industry
- Pharmaceutical
- Hiring
- Fixed-time project
Services
- Customer experience and service design
- User testing
Overview
The challenge
How can we improve the experience for patients and their caregivers through the Patient Support Portal (PSP) to ensure adherence and proper implementation of treatment regimens?
THE SOLUTION
Proposed Methodology
Research and user testing with patients and caregivers were conducted to diagnose the usage of the portal’s modules. Based on the findings, incremental improvements were implemented, and a strategic roadmap was designed, introducing new experience opportunities for patients.
Key Insight
Caregivers are the primary users of the portal but are unaware of key tools that could simplify their responsibilities in emotionally complex scenarios. The PSP was redefined as a "support for the support" strategy, providing training, assistance, and tools to facilitate essential care management crucial to treatment success.
Impact/Results
Janssen International positioned digital transformation as a strategic pillar. The Patient Portal evolved significantly, achieving sustained growth in the adoption of its features and improving the experience for both patients and caregivers.
“For my part, it has been a very positive experience. I have felt supported, and they have asked me questions to uncover more needs, which are then addressed with warm offers.”
Andrés Suárez
Quality services structurer, Daviplata.
