The ask.
Reduce the non-clinical barriers for patients/caregivers to access the information and resources they need to help pay for their medication.
Utilize digital mediums to bridge the gap in awareness among patients/caregivers who may not know about Genentech Access Solutions offering and educate them correctly on the available services and resources.
Ensure that the patient website is intuitive and user-friendly and offers a simple, streamlined user experience.
Ensure that the the Patient assistance options and CTAs are focused and prominent to drive engagement (eg, "How do I get help”).
Finding financial support takes place in the context of emotional and physical barriers
The discovery.
Research identified the points during a patient’s journey when financial concerns arose leading to drop-off in search and frustration in finding specific relevant forms and information. We identified and developed a new patient user flow and introduced a product selection guide across all products to help guide users to the appropriate forms and information.
The solution.
A standardized product selection guide was wireframed and implemented to help guide new and existing patients to relevant forms and information to help them pay for their prescribed medication. This tool was also implemented on the healthcare professionals portal as we found it was also useful for them to guide patients through the process.
