Fast path to designing new features
The client maintains a web-based library through which physicians, the public, and the media access its diverse policies on diverse medical topics. The library’s technical features, however, were rudimentary lacked robust search capabilities needed to find specific content.
To understand users’ needs and preferences as a foundation for improving access to the library, the client partnered with West Monroe Partners, which offered a unique blend of deep technical expertise and strong healthcare industry acumen. In particular, West Monroe offered an approach for rapid prototyping based on the “voice of the customer” and user-experience best practices.
West Monroe Partners conducted more than 50 interviews with internal and external library users. Based on the input gained and its knowledge of user-experience best practices, the West Monroe team:
Positive initial user feedback
Working with West Monroe Partners, the association was able to quickly demonstrate potential new library features and gain user feedback to guide future development. An “first impressions” survey yielded positive reaction, validating new features that the association plans to introduce.
West Monroe Partners provided several additional recommendations for future development efforts:
The client is now moving to introduce new features developed during the prototype exercise and will continue to refine library features as its digital strategy evolves.