Tackling Time-Consuming Onboarding Processes: Addressing User Experience Issues
Our client is a European non-profit organization which represents stakeholders united in securing the legal supply chain from falsified medicines. It maintains a database of unique identifiers supplied pharmaceutical suppliers in respect of each unit of sale package they manufacture or repackage.
This renowned organization has taken responsibility for advancing the formation of the EMVS. The EMVS is in accordance with the EU’s Falsified Medicines Directive (FMD) and the Delegated Regulation (DR). It ensures the implementation of a functioning, secure, interoperable and cost-effective system across Europe.
Our customer onboarded its B2B clients via an application and had a dedicated support team to assist them. This onboarding process started to become increasingly time consuming and demanding for the support team, the fault of a previous application that wasn’t user-friendly.
In order to improve the user experience, our client wanted to rethink the user journey and improve the ticketing and onboarding process. With this in mind, their objective was to create a new web platform enabling an easier communication between the users from pharmaceuticals companies and our client’s support team.
Solving Onboarding Inefficiencies: Developing a User-Friendly Web Platform
To meet the needs and challenges of our client, we delivered a custom-made solution. Our Software Engineering experts formed a team and defined a strategy around the following 3 aspects.
Solution Design
This first step coincided with the launch phase of the project with the kick-off, the definition of personas and the realization of a benchmark.
Once this work was done, the realization of a mindmap enabled to define a data architecture. Our teams were then able to define a user journey with UX principles, followed by a mock-up phase with high-fidelity wireframes, UI elements and atomic design before submitting the final screens to our client.
MVP development
Once this design work was completed, our teams then worked on the development phase of this web-based onboarding platform.
This news stage was carried out using agile ceremonies, setups, user stories developments, test plans, integration and functional tests, deployments in user acceptance testing and then product requirements document.
Product consolidation
The last phase of this project consisted in the finalization and consolidation of this application through corrective & evolutive maintenance and step-by-step roll out.
Reducing Support Team Burdens with a Future-Proof Platform
The realization of this web-based onboarding platform to secure the supply chain of pharmaceutical companies enabled our client to benefit from:
- A future-proof web platform adapted to today’s UX/UI trends
Tailored to meet our client’s needs, this web platform is durable, sustainable and in line with the challenges of the pharmaceutical sector. - Fully integrated with our client tooling (Dynamics 365, DocuSign, AdminProxy, SendGrid)
Designed in strict compliance with our client’s specifications, this platform adapts and integrates perfectly with the tools already in place and thus offers a nice complementarity. - An improved User Experience
Our web & mobile experts have used their know-how to understand our client’s personas and thus propose an adapted and optimal ergonomics and experience. - A reduced workload for our client’s support team
The realization and the deployment of this application have relieved their support teams thanks to an improvement of the ticketing and onboarding process. This new platform now enables an easier communication between the users from pharmaceuticals companies and our client’s support team.
Our client thus offers its employees an optimised platform enabling them to face the challenges inherent in the pharmaceutical industry.