How a Biotech Elevated the Provider Experience to Help 10M+ Patients
Discover how a biotech org enhanced its Salesforce Experience Cloud platform to improve the experience, streamline workflows, and support innovations.
Company Overview
A Closer Look at the Biotech Organization Supporting Millions
A biotechnology organization specializing in the manufacturing and distribution of advanced wound care therapies, including human skin substitutes and advanced tissue products. By working closely with healthcare providers, hospitals, and administrative teams, the company helps navigate the complex reimbursement process, ensuring that millions of patients receive access to the full range of available treatment options. Their mission is not only to provide innovative regenerative products but also to remove barriers to care, making high-quality wound therapies more accessible to those who need them most.
Building a Future-Ready Platform for Healthcare Innovation
The Challenge
Improving Digital Experience and Scalability
The biotech company had built a Salesforce Experience Cloud platform for healthcare providers and their administrative teams. However, the application lacked an intuitive design, making it difficult for healthcare providers and administrative teams to access essential tools and information.
Plus, the system did not integrate seamlessly with other critical tools. This disconnected ecosystem caused inefficiencies, increasing administrative workload and the risk of errors. These limitations hindered adoption and provider satisfaction.
Providers faced difficulties submitting and tracking support cases, leading to delays in issue resolution. Training resources were not easily accessible, making it difficult for new users to onboard efficiently. The lack of a centralized learning management system (LMS) created gaps in provider education and self-service support options.
These challenges collectively hindered the company’s ability to deliver a seamless and efficient provider experience, threatening the success of its upcoming technological advancements. To overcome these obstacles, they required a completely redesigned digital platform with an enhanced user experience, improved system integration, and increased scalability. The team went in search of an experienced software development partner and turned to LaunchPad Lab for support.
The Approach
Enhancing UI/UX and Brand Presence
To ensure a successful transformation, LaunchPad Lab met with the biotech organization to define clear project goals and outline a structured approach, including:
1. Discovery & Analysis: Conducted stakeholder interviews and analyzed provider workflows to identify pain points and inefficiencies.
2. Strategic Planning: Aligned on objectives, including improved UI/UX, seamless navigation, and scalability for future innovations.
3. UX/UI Design: Developed wireframes and prototypes in Figma to visualize the new user experience.
4. Technical Architecture: Optimized the backend for better data connectivity and automated processes.
5. Implementation & Testing: Built and tested a new, user-friendly interface with enhanced security and integrated training modules.
6. Deployment & Support: Launched the platform with ongoing support and refinements based on user feedback.
Through a collaborative discovery process, the team analyzed provider workflows for usability gaps and system inefficiencies, uncovering key friction points and opportunities for design improvements. The platform’s navigation was restructured to enhance provider workflows, ensuring critical tools were easy to access. A new UI/UX system was implemented to create a cohesive brand experience and improve usability. Additionally, backend inefficiencies were addressed to streamline data flow, automate processes, and reduce manual workload. By optimizing system architecture, the platform became scalable and capable of supporting future innovations such as mobile wound measurement technology.
A Modernized Experience for Healthcare Providers
The redesigned platform is a centralized digital hub for healthcare providers, offering enhanced navigation, streamlined workflows, and built-in scalability.
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Intuitive Navigation System
Leveraging custom UI/UX design with a standardized style guide for consistency enhances the user experience and streamlines access to essential information.
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Simplified Case Management
Providers can create, track, and update patient cases through an intuitive interface, reducing administrative workload and ensuring accuracy.
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Seamless Data Flow & Integration
Real-time synchronization with Salesforce ensures all provider data is up-to-date and accessible, eliminating manual entry and reducing errors.
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Secure Document Management
SDrive integration allows for HIPAA-compliant document uploads, controlled access, and secure file sharing between providers and administrative teams.
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Future-Proof Scalability
The architecture is designed to support new innovations, including the integration of mobile wound measurement technology to further improve patient care.
The Results
A Scalable Digital Foundation for Growth
By partnering with LaunchPad Lab, the biotech org successfully transformed its digital platform, delivering an enhanced provider experience and setting the stage for future innovations.
Key Outcomes:
✓ Improved User Experience: With an intuitive, well-designed interface, healthcare providers now navigate the system effortlessly.
✓ Boosted Engagement: The elevated UX/UI delivers an elegant, modern experience, boosting satisfaction.
✓ Scalability for Future Growth: The updated platform is ready to support new technologies and business expansion.
✓ Streamlined Operations: Seamless integrations eliminate manual inefficiencies and enable the team to access information with ease.
✓ Enhanced Security: Enabling SSO with Azure AD and advanced file drive ensures the application is compliant and secure.
The biotech organization is now positioned to continue driving innovation in regenerative wound care with a digital experience that meets the evolving needs of healthcare providers.
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