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Top 10 Medical Device Firm

Empowering Patient Independence With an Enhanced Commerce Experience

What if a deeper understanding of patients and their care teams could enable better health outcomes and a more impactful commerce experience?

Our client is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care.

A healthcare worker and older woman looking at a tablet. EHealthcare leadership awards badge in corner.

A New Commerce Experience for At-Home Care Support

Urinary incontinence is one of the top reasons older women go into nursing care or long-term care. External catheter’s change lives by helping women to retain their independence and dignity.

Our client’s female external catheter has long been trusted in the hospital setting for its easy-to-use, non-invasive urine output management for patients. Due to the product’s success, it is now being offered for out-of-hospital use, enabling women to live healthier and more independently in the comfort of their own home.

The company wanted to extend its online purchasing experience for this product, which was solely supported by a phone number and call center, to include a new commerce experience that educates and enables patients and caregivers to make informed decisions.

The site needed to offer detailed product information, a guided buying journey, educational material, and the ability to order online.

Discovering the Right Experience With Targeted Personas 

We began by conducting one-on-one interviews to examine the emotional, psychological, and environmental factors impacting incontinence-related decisions, and when using or recommending our client’s female external catheter.

We identified, developed, and authenticated six personas – product users, family caregivers, and clinicians – and worked to better understand the pain points, goals, opportunities, and motivations of each.

Identifying Actionable Insights With Journey Maps 

Next, we developed six journey maps detailing each persona’s unique journey and key moments of influence, from awareness to advocacy. Each map included timeline information, motivations, feelings, needs, influences, messaging, opportunities, and risks.

Leading Users With a Guided Selling Approach

We built an informative and intuitive informational and commerce website that features a guided selling approach to help patients and caregivers determine if the product is right for them.

Users are first asked a series of questions. If the catheter is an appropriate fit based on their answers, the site directs the user toward information about purchasing the product or requesting a deeper, more-personalized conversation.

This approach not only gives customers the answers they need before they decide to make a purchase, but also helps alleviate stress on the customer service team.

Optimizing the Site Design  

Regardless of product or industry, customers want a transparent purchasing experience that gives them a clear understanding of their order. We made the checkout process intuitive and concise and ensured that all on-page elements were optimized for an older demographic.

We executed commerce best practices in the creation of the product description page and throughout the checkout process in a variety of ways, including:

  • Providing a detailed FAQ
  • Highlighting testimonials to show what other buyers are saying about the product and the ways it has helped them
  • Up- and cross-selling at a crucial point in the buying journey
  • Ensuring the order summary follows users throughout the checkout journey so there are never any questions about items in the cart, shipping costs, etc.
We executed commerce best practices in the creation of the product description page and throughout the checkout process in a variety of ways.

Results

Designing the Right Experience for the Right Audience

The personas we developed identified the needs, motivations, and emotional states of various types of users. Journey maps showed us where in the user’s process we could include these values. Finally, our guided selling approach and content design enabled us to use these insights to implement a best-practice purchasing experience that’s in alignment with what these specific consumers are seeking.

The optimized buying journey provides an outstanding customer experience that clearly and seamlessly guides end users, caregivers, and physicians to the information they need to make an informed purchasing decision.

Our deep commerce and healthcare expertise brought a unique blend of empathy, understanding, and commitment to our client’s customers and allowed the client to achieve revenue and conversion rates beyond initial projections.

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