Modern interaction Voice of the Customer Design
Helping a healthcare client with 20,000 members reach success
Date : April 11, 2016

User personas and rapid prototyping bring eminent medical policy out of the cellar and into the digital age.

Industry:

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:

  • Developed three user personas to understand current “likes” and “dislikes,” as well as ideas, needs, desires, and goals for the future
  • Identified eight new features for enhanced search, personalization, alerts, and policy interaction
  • Configured an interactive prototype on Axure to imagine and mock-up new features
  • Developed features iteratively and shared those with users for design validation and feedback

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:

  • Engaging users through use of personas and voice-of-the-customer surveys that validate designs and track satisfaction
  • Employing user-friendly taxonomy, tracking searches, and developing portable “policy cards” to improve content
  • Introducing mobile access

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.

West Monroe Insights
Workforce Optimization Productivity Blueprint: Retail
View More
Related Insights
Matt Barnes will present at Mergermarket’s Life Sciences and Healthcare M&A forum
Date : July 13, 2017 Time : 08:30 AM EST
Join West Monroe’s Matt Barnes at Mergermarket’s Life Sciences and Healthcare M&A forum as he discusses the science behind pharma mergers.
Location:
New York
Driving business transformation with new customer experience and data analytics capabilities
Date : June 15, 2017

Partnering with West Monroe, BridgeHealth transformed its organization—establishing Salesforce, analytics, reporting, and contact center capabilities essential to further change. These new capabilities have improved efficiency and insight, and more importantly, they will help BridgeHealth deliver a better member experience and fulfill its mission of enabling high-quality care at a better value.

Date : June 15, 2017

BridgeHealth, a benefit-management organization, gained critical new Salesforce, contact center, analytics, and reporting capabilities to boost efficiencies and standardize for growth.