↓ Overview
↓ Insight
↓ Idea
Patient
Provider
↓ Impact

Brendan Appe

Insight

To ensure CarePath v2.0 effectively addressed the needs of patients and providers, extensive research was conducted. Over 30 user interviews were performed to gauge sentiment around Janssen’s offerings, with a focus on benefits coverage and savings program enrollment.
Due to privacy regulations, all insights were gathered through Janssen sales associates who work directly with provider offices. To supplement these findings, the team analyzed published research and industry reports to understand broader challenges in patient medication adherence and financial barriers.

Research efforts centered on identifying user goals, pain points, and success metrics, leading to key insights that directly shaped the platform’s core functionalities.

Patients expressed confusion about the availability and application process for financial assistance programs, which led to the development of a guided Explanation of Benefits (EOB) experience. This approach simplified the process, making it easier for patients to understand their cost responsibilities and available savings options.

Providers, on the other hand, highlighted the burden of manual paperwork and inefficiencies in their workflows. These insights drove the implementation of electronic forms and centralized patient management systems in the Provider Portal, significantly reducing administrative workload and streamlining patient enrollment.

To supplement these findings, the team analyzed published research and industry reports to understand broader challenges in patient medication adherence and financial barriers.
Studies revealed that cost-related nonadherence is a significant issue, particularly among low-income patients, where financial strain often leads to skipped doses or abandoned treatments.

Research further indicated that increased patient cost-sharing is strongly correlated with lower adherence and higher treatment discontinuation rates.

To guide our work on the CarePath provider and patient portals, we identified four key challenges impacting medication adherence.
These became our north star: defining what success would look like and helping us focus on reducing friction, improving understanding, and building trust across the treatment journey.

Reduce high out-of-pocket costs that discourage adherence
Improve patient understanding to support confident treatment decisions
Strengthen communication to build trust and drive follow-through
Eliminate system barriers that create friction in accessing medications