User Research
ERT

Streamlining key stakeholders for digital patient care

To consolidate the aims and objectives of key stakeholders, we conducted interviews to understand current thinking around the UX and UI of ERT’s Digital Patient App and Portal.

To consolidate the aims and objectives of key stakeholders, we conducted interviews to understand current thinking around the UX and UI of ERT’s Digital Patient App and Portal.

Understanding the product and the people

Before we got to grips with the product, we wanted to familiarise ourselves with the types of people we were talking to. To do this, we started off by asking each stakeholder about their background, namely their career in general and working for ERT. For those who had been there some time, we were also interested as to whether they could describe a key turning point in the company’s history - if a specific time stood out to them, this could have had an influence on the product we were finding more information about.

In-depth knowledge leads to outcomes

As part of the initial discovery phase, we conducted interviews with a number of key stakeholders within ERT. Our aim was to gain an understanding of the rationale behind the current product in order to inform any potential, further enhancements. The broad range of interviewees allowed us to compile qualitative results and analysis.

The focus around our questions was to understand the challenges of the project, from both a business and user perspective, the effectiveness of the current solution and where the areas of improvement were for the Digital Patient App and Portal.

As a design team, this allowed us to be more in line with the thinking of ERT and find some familiarities to drive our research.

The Outcome? Product Progression

As this project was research based, the main output was both an in-depth report and statistics document highlighting what we had discovered.

As there was a diverse range of stakeholders interviewed, we were able to draw upon the analysis for both the app and portal to provide ERT with workable outcomes to improve the UX and UI of their app and portal. This also drew upon the effects on the compliance rate and usage for different personas involved within a clinical study and how the level of functionality and design style can also have a greater impact on this.

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To consolidate the aims and objectives of key stakeholders, we conducted interviews to understand current thinking around the UX and UI of ERT’s Digital Patient App and Portal.

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