Case study

Improving usability and onboarding for a next-gen connected medication system

U

Challenge

A pharmaceutical manufacturer was simultaneously maintaining and improving an existing medication adherence system while developing a next-generation version with a companion mobile app. They needed to ensure both systems were intuitive, effective, and easy for patients to transition between.

Challenge

Solution

We conducted in-lab usability testing with English- and Spanish-speaking patients in multiple U.S. locations. Our research team, including a registered nurse advisor, evaluated system setup, app integration, and training effectiveness. Clinician-assisted sessions simulated real-world training to capture realistic use scenarios.

Solution

Impact

We identified inconsistencies in user understanding, setup confusion, and training inconsistencies that could impact safety and system adoption.

Impact

Bold Outcomes

  • Design improvements for packaging and labeling, including clearer layout, language, and instructions
  • Recommendations to streamline app onboarding and reduce reliance on support centers
  • Guidance on training content and delivery based on real-world, clinician-assisted sessions
Bold Outcomes

Result

Our insights helped the manufacturer refine both the app and physical system to improve safety, reduce onboarding friction, and increase patient confidence and engagement with the next-gen platform.
Result