Background

The Janssen Connect website was used to help patients find pharmaceutical care, which included injection sites and health care professionals and physicians access medical information.

I worked with a large cross-functional 30 member team at Wunderman in Washington, D.C. that consisted of User Experience Designers, Interactive Designers, Developers, Art Directors, and Content Strategists while re-designing the Janssen Connect website.

Challenges

There were 3000 visitors going to the homepage and entering their zip codes hoping to find health care coverage in their own state. However, some users felt uncomfortable about providing their zip codes on the website.

Many users were leaving the website in large numbers because of having difficulty finding the information they were looking for.

Moreover, search engines could not enter zip codes into their systems to crawl the website.

Research Findings

I conducted a Search Engine Optimization audit of the Janssen Connect website and found out that 49% of visitors to the website came from organic searches.

Most of the visitors were on the site for an average of 3 minutes and the bounce rate was found to be 40%.

Recommendations

I proposed several functionality improvements to fix the overall user experience:

• Place a description above the fold of the homepage to explain what the website is about and detail where to find alternative injection sites for patients.

• Make PDF forms and medical guides easily searchable to have higher prominence in the hierarchy of information due to high frequency searches.

• Include patient testimonials onto the primary and secondary landing pages to engage and attract new heath care professional users.

• Provide a simple and efficient sign up form for health care professionals to register and enroll patients.

• Design a database system for health care professionals to track long-term patient care and treatment.

• Redesign log-in and sign-up features and rethink the zip code locator function.

Solutions for the revised website included:

1) Creating a log-in option for existing users

2) Providing a sign-up / call-to-action option for non-existing users

3) Desiging a wizard tutorial for patient walkthroughs

4) Uploading patient quotes and testimonials

5) Determining injection sites for patients through an interactive map

6) Finding a new solution for the zip code locator on the homepage