Industry: Consumer Healthcare
Area of Focus: Digital Assessment
Target: Patients
Method: In-person one-on-one interviews

Background: Consumer healthcare client markets an OTC product to help relieve allergy symptoms and needed user feedback on the product’s new desktop and mobile websites prior to the public launch.

Business Questions: What are the potential points of confusion? How could the sites’ features, navigation elements, and iconographies be improved to ensure the best site experiences?

Approach: One-on-one in-person usability tests at a central facility with moderate to heavy allergy sufferers who use the Internet for health and medical information.

Outcome: More than twenty key action items were identified to improve the user experience, including edits to dropdown menu items, widget changes, re-ordering of FAQ, enhancements to product descriptions, and increasing mobile site functionality by improving geo-location capabilities.