On Call, On Demand: A Diary Study of Patient-Nurse Connections in a Digital World
Mixed method research, with a primary focus on longitudinal evaluation of value and utility
Usability Sciences
May 3, 2025
Pharma
On Call, On Demand: A Diary Study of Patient-Nurse Connections in a Digital World
Mixed method research, with a primary focus on longitudinal evaluation of value and utility
Usability Sciences
May 3, 2025
Pharma
An Insurance provider wanted to know:
Would patients find value in a concierge disease management app?
Objectives
Evaluate patient perceptions and engagement with a digital care management program
Objectives
Evaluate patient perceptions and engagement with a digital care management program
Would this app add value?
Would this app add value?
Would this app change behavior?
Would this app change behavior?
Would this feature increase app engagment?
Would this feature increase app engagment?
Would this app attract new customers?
Would this app attract new customers?
Research Plan
Research Plan
1
User Interviews
To understand motivations, trust-building factors, and financial literacy levels.
1
User Interviews
To understand motivations, trust-building factors, and financial literacy levels.
2
Remote Usability Testing
Focused on onboarding, goal-setting, and budget tracking within the app.
2
Remote Usability Testing
Focused on onboarding, goal-setting, and budget tracking within the app.
3
In-Person Observations
Shadowed coaching sessions at partner banks and analyzed the physical-digital transition.
3
In-Person Observations
Shadowed coaching sessions at partner banks and analyzed the physical-digital transition.
4
Quantitative Surveys
Gathered insights from 2,500+ users about budgeting habits, app satisfaction, and behavior changes.
4
Quantitative Surveys
Gathered insights from 2,500+ users about budgeting habits, app satisfaction, and behavior changes.
“The app is sleek, but after the coaching session I felt a bit lost. It didn’t tell me what to do next or how to stay on track.”
“The app is sleek, but after the coaching session I felt a bit lost. It didn’t tell me what to do next or how to stay on track.”
Key Learnings
Key Learnings
Coaching was inspiring, but many felt dropped after leaving the session.
Coaching was inspiring, but many felt dropped after leaving the session.
Beginners needed more intuitive, encouraging copy to understand financial actions.
Beginners needed more intuitive, encouraging copy to understand financial actions.
The app needed better reinforcement of progress—especially after making sacrifices or hitting small milestones.
The app needed better reinforcement of progress—especially after making sacrifices or hitting small milestones.
The physical and digital tools used different terms, leading to confusion and missed opportunities.
The physical and digital tools used different terms, leading to confusion and missed opportunities.
Results
Our research uncovered four high-impact opportunity areas:
Results
Our research uncovered four high-impact opportunity areas:
1
Engage Engage Early and Often
Introduce in-app welcome paths that shows coaching discussions & follow-up with notifications
1
Engage Engage Early and Often
Introduce in-app welcome paths that shows coaching discussions & follow-up with notifications
2
Unify Language and Resources
Standardize tone and terminology across platforms to reduce mental load and build trust.
2
Unify Language and Resources
Standardize tone and terminology across platforms to reduce mental load and build trust.
3
Revamp the Dashboard UX
Highlight goal progress, surface next steps, and celebrate small wins for motivation.
3
Revamp the Dashboard UX
Highlight goal progress, surface next steps, and celebrate small wins for motivation.
4
Enhance Post-Session Support
Automate personalized follow-ups after coaching sessions to encourage re-engagement & goal tracking.
4
Enhance Post-Session Support
Automate personalized follow-ups after coaching sessions to encourage re-engagement & goal tracking.
Suggested Industry Reads
Check out other case studies from similar industries to see how others tackled the same challenges.
Suggested Industry Reads
Check out other case studies from similar industries to see how others tackled the same challenges.
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Pharma
On Call, On Demand: A Diary Study of Patient-Nurse Connections in a Digital World
Mixed method research, with a primary focus on longitudinal evaluation of value and utility
FinTech
Comprehensive Consumer Insights: A Multi-Method Case Study
Multi-phase consumer research to inform marketing and product strategy, combining focus groups, surveys, and IDIs.
E-commerce
Omnichannel Research
Omnichannel research tracks user behavior to design seamless, consistent experiences across digital, physical, and human touchpoints.
Pharma
On Call, On Demand: A Diary Study of Patient-Nurse Connections in a Digital World
Mixed method research, with a primary focus on longitudinal evaluation of value and utility
©2025 Usability Sciences
©2025 Usability Sciences