Janssen Connect Website : Case Study

Background

There were many usability issues with the Janssen Connect website, which was used to help patients find pharmaceutical care and health care professionals 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 redesigning the Janssen Connect website.

 

Business objectives 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


Pain Points

There were 3000 visitors going to the homepage and entering their zip codes hoping to find coverage in their state. Yet 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 this out:
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 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.


Actionable Steps

I re-designed several rounds of wireframes in addition to 6 new user flow diagrams to act as journey maps.

User Flow 1:
Accessing PDF files for existing health care professionals logging into their account

User Flow 2:
Signing up for a new user account through a wizard system

User Flow 3:
Requesting a drug representative visit

User Flow 4:
Enrolling a new patient

User Flow 5:
Setting up an alternative injection site

User Flow 6:
Conducting a patient benefit verification