PatientCare+ Admin Portal

Zuellig Pharma, 2023

Context and background

PatientCare+ is an omni-channel care experience for patients are pharmaceutical companies to drive better engagement and outcome with regards to *Patient Support Programs (PSP).

* PSP refer to a service, set up by a pharma company, to support patients in initiating therapy or gain access to a specific drug or medication.

Before PatientCare+ existed, program consultants were working on several different platforms to create programs and manage patient's progress on those programs.

PatientCare+ aims to provide a standardised, scalable patient care admin portal to underpin the various programs in each country – to have one platform across many markets.

My role

Entire product design from research to conception, design system, visualisation and testing

Project time

6 months

Key objective

To design a centralised system to improve program consultants' daily processing workflows – managing, data storing and reporting by allowing ease in tracking and following up on the patient’s journey – thus increasing work productivity.

Core Users
Program consultants who are the main administrators managing the patient's journey

North Star: Improve PatientCare program operational efficiency across the regions
by reducing program set-up time by 50%.

Overview of Personas and User Journey Workflows

What we want to find out

What the workflows are like per role (Program manager, Program consultants)
How they use existing platforms across markets
Their key challenges with each platform

Key challenges

There are several program types to cater for (these are program benefits for patients)
Each program can have a different set of criteria and settings
Catering the platform for both program managers and program consultants
Ensure a shallow learning curve for program consultants

Designing the Admin Portal

Once the requirements were in, the product team started to work on user stories per feature set. The product designers used that as a guide to start working on key flows and wireframes that eventually became our prototype for testing. In parallel, the designers also started building up the design system for PatientCare+.

Program Consultant's Workflow

Screenshot of design system

Design of key screen – Create New Program

Design of key screen – Patient Overview

Design of key screen – Patient Enrolment Details

User Testing

Once we had the key screens and flows of the admin portal, we tested them using a clickable prototype across 3 key markets – Taiwan, Malaysia and Singapore.

Clickable Prototype

Key Insights

Once we concluded the UTs, we broke the insights down into:

Common across markets
Market-specific

This helped the team to prioritise key challenges faced across markets, then we looked at market-specific challenges to see if they were relevant to the other markets. With the consolidated insights, we then defined what enhancements were required and prioritised them based on user value.

Sample of post-UT insights documented

What we achieved

1 platform to manage millions of users across 7 countries
Reduced program creation time from 1-3 months to less than a day

Key learnings

Design
Due to the scale of the project, consistency across the design screens proved to be a bit of a challenge.
- Would have implemented templates and test them across different flows intermittently
User testing
The team had the intention to test multiple flows and validate several assumptions. Some of the testings took up more time than expected due to scale of test.
- While we did prioritise key flows, we could have tested some smaller flows internally instead of trying to test everything with our key candidates (as we had limited actual users to test with).