overview Identifying UX Friction Points in the Patient Hub A medical device company launched a digital platform to educate patients and assess eligibility for a cardiac-related procedure. While initial engagement was strong, site analytics revealed significant drop-off at two critical points in the user journey. To create a more effective digital experience, the company sought…
overview Agile Qualitative Research to Benchmark and Improve PBM User Experience As digital healthcare access becomes the norm, pharmacy benefit managers (PBMs) must ensure their online and mobile portals are intuitive, informative, and user-centered. A leading pharmacy solutions company sought to deepen its understanding of how Medicare, Medicaid, and Commercial plan members perceive and use…
overview Agile Research That Shaped Bariatric Procedure Engagement Tools A global medical device company sought to improve how it engages with potential patients exploring less-invasive weight-loss treatments. Focused on advancing solutions in bariatrics—the medical specialty dedicated to managing and treating obesity—the company aimed to offer a safer, more accessible alternative to traditional surgical procedures. With…
overview A senior and retiree-based nonprofit had developed a digital web experience for pre-retired individuals to help motivate them to take action for long-term financial security. However, the bounce rates were higher than anticipated, meaning users were not staying on the site long enough to see all of the valuable information being offered. The organization…
overview A grocery retailer had created a new online grocery shopping site prototype and needed feedback from shoppers to optimize the offering and set it apart from both competitors and a parent site. C+R first gathered a benchmark understanding of the current shopping experience before conducting a website prototype test via live, remote moderated interviews…
overview Our multinational consumer package goods (CPG) client faced the challenge of understanding the impact of product display pages on a major grocery retailer’s website. Anticipating a push towards variated pages, they sought to present a research-backed perspective on which type of product display page (unvariated, double variated, or hybrid) provides the best shopping experience….
overview The use of brand and organization websites in the durable goods space depends on the information we’re looking for from the site. This experience is vastly different between consumers, tradespeople, and those using it for sales support. Understanding the composition of a website’s audience and the key elements they’re looking for can help improve…
