What

Audits

Find out what’s Really Happening

Audits are a fast and inexpensive way to find the chokepoints that are slowing down your conversion. We bring 21 years of experience and radical candor to every audit, and we’ll give you specific steps to make whatever you have more functional and beautiful.

Clinic Locator Data Quality

What happens when prospects call a clinic?

Your clinic locator should be the killer app on your site, but it's decidedly un-killer if it has bad data in it. It is not uncommon for up to 20% of the phone numbers in a clinic locator to be no longer in service or routing to the wrong target. This not only squanders valuable leads but also creates confusion and frustration for the prospect. With a locator Data Quality Audit you will get a comprehensive report listing the outcome of calls to each line in your locator, along with recommendations on ways to improve data quality control.

Price: TBD Depending on # of practices, typical range 4K-12K
Duration: 4-6 weeks
Tasks: Conversation with Marketing or IT to get locator data, Place calls using buyer persona, Score and Analyze, Present Finding
Deliverable: In person meeting to present findings, deliver possible data quality management ideas.

Site Persuasion Architecture

Is your website as persuasive as it could be?

Imagine your copy, graphics, video and calls-to-action working more tightly together to drive conversion. Adjustments in persuasion architecture have a profound impact relative to their expense because they involve moving and refining existing site assets rather than creating them anew. Think painting walls and moving furniture, not jackhammering the foundation.

Price: 6K
Duration: 2 weeks
Tasks: Interviews with Marketing, Customer Service, and HR Leadership. Workshop to develop content and functionality ideas. Financial modelling to create hi-low estimates of cost savings.
Deliverable: In person meeting to present finding, PPT document

Site Tone of Voice

Does your website copy reflect your brand’s personality?

Develop a tone of voice that showcases the human qualities of your product and your company, while keeping your facts impeccable. Our audit will determine if your tone of voice is consistent and in alignment with your brand personality, and then provide a book of tone-right examples that can be used to harmonize your communications.

Price: 8K
Duration: 4 weeks
Tasks: Workshop with marketing team to clarify brand personality; site audit to assess consistency; development,review and sign off on tone-right examples.
Deliverable: In person meeting to present findings, deliver playbook

Site Technology Performance

How is the technical performance of your site?

Never lose a lead due to your site being slow. Or for improper search engine indexing. In a technology audit we get under the hood of your site and look for opportunities to improve user experience and search performance by making simple tweaks to the code structure. The final deliverable is a detailed punchlist you can give to your web team to get your site tuned for optimal performance.

Secret Shopper

What’s your real customer experience?

Your patient's first touch at the front desk is what ultimately drives revenue for your company. Do you know what happens to your leads when you pass them over to a clinic? Does their call go directly to voicemail? Can the receptionist answer basic questions about your product? In this audit we call each of your practices and score them with respect to friendliness, product knowledge, and consultative selling skills. We then give you a comprehensive report that you can use to guide practice training or support an outsourced approach to lead qualification and appointment setting.

ChatBot ROI

How effectively can chatbots drive ROI?

Well-designed chatbots are a cost-effective way to serve prospects and customers while also freeing up your service staff to do higher value work. Let's look at what your bot will do, and make sure it earns it's keep.

The work Colin and his team did for Sales Operations was recognized by an internal audit team as a best practice and as one of the most impactful IT projects within Boston Scientific in 2016. This came as no surprise: these guys are creative, technically skilled, and fun to work with. The field loves the application they built for us.

David Asplund

VICE PRESIDENT MARKETING

Boston Scientific

Development

For the last 19 years we have had the pleasure of building consumer facing websites, CRM programs, applications and bots for the world’s top device manufacturers, helping them educate doctors and patients about the benefits of their life-changing products.

Our philosophy is simple:

Bring together persuasion theory, copywriting, graphic design and coding to create experiences that are maniacally focused on conversion.

Client
Boston Scientific

Website
dbsandme.com

Client
Minerva Surgical

Website
EndMyPeriod.com

Client
Boston Scientific

Website
controlyourpain.com

Client
Endogastric Solutions

Website
gerdhelp.com

Process Design

Find out what’s Really Happening

Let’s design a process that delights users and improves confidence. Process isn’t sexy but it sure is important. We have the tools and temperament to design processes that are efficient, easy-to-understand, and aligned with human motivation.

Here are some examples of processes that we have designed.

Astellas

Stress Test Coach

What

Designed a set of rules determining when emails should be sent and what special content they should contain, based on user’s past interactions. Condensed all rules to data model specific booleans that were given to the email delivery team to code into the back end.

Benefit

Email delivery team had clear ocumentation of business rules, was able to implement cadence with zero errors at testing.

Boston

Discount Pricing Workflow

What

Analyzed an existing process that relied heavily on emails and phone calls to route contracts for approval. Designed a 100% web-based process that checked contracts against pricing rules, suggested corrections where needed, and automatically routed contracts through a hierachical approval chain.

Benefit

Reduction in number of non-conforming contracts, faster contract approval time, reps spend less time hunting for draft contract in email and are able to make revisions quickly and efficiently.

Medtronic-Minimed

Diabetes Management Portal Taskflow

What

Analyzed user interactions with disease management platform to understand where people were getting lost within the UI. Redesigned task flow to remove steps and give users clearer feedback on task completion and reinforce the benefits to them and their physicians by keeping their health data up to date.

Benefit

Users were able to cut their daily time entering data in half, resulting in more consistent data entry and lower program churn.

St. Jude

Marketing Collateral Intranet

What

Documented As-Is processes, which relied heavily on moving files manually between hard-drives and gathering approvals by walking door-to-door to get signatures from stakeholders. Designed a new process in Sharepoint that kept all assets in a single data store, automated document routing and approvals.

Benefit

Designers and Writers were able to spend more time working and less time managing the approval process; no lost or stranded files; managers able to track progress and identify roadblocks across multiple projects within a single dash.

System Integration

To create a seamless customer experience, data cannot be siloed based on department or system of origin. It needs to be in the right place, in the right format, at the right time….sometimes with data enhancement and transformations executed in transit.

We’re specialists at making data move quickly and speak eloquently in the service of marketing. And we’re technology agnostic: while we do a lot of work in Salesforce, we’re also experienced with SAP, Oracle, QAD, Microsoft, and of course LAMP stack applications.

Allergan

ERP to Call Tracking System

What

Worked with Allergan’s IT team to develop API connection between their ERP system and a call tracking system. This integration allowed telephone tracking numbers to be automatically provisioned and associated with a campaign when a new physician went live in the ERP system.

Benefit

Zero delay in getting physicians listed on website in a fully trackable manner.

Boston

Web to Docusign, Box and Salesforce

What

Wrote a custom web service to act as a connector between an HTML5 application, Docusign,Box and Salesforce. This tool managed routing of all documents, ensuring that all signed contracts were removed from Docusign and stored in the proper folder on Box, with a hyperlink written back to the proper Contact in Salesforce.

Benefit

Sales Operations Team decreases document storage costs and has ease of mind that all contracts are securely archived. Sales reps can pull up contracts from within Salesforce.

Apollo Endo

Call Tracking to Salesforce

What

Client wants reps to be able to report calls placed to clinics from directly within Salesforce. We write a customer connector to grab data from call tracking system, conduct basic transforms, and the update the appropriate Contact in Salesforce.

Benefit

Reps always have call data at their fingertips to share with clinics, helps bolster manufacturer’s position as an effective marketing partner.

Boston

SAP to Custom Portal

What

Client needs to have reps proof and correct account contact information before it is fed into a clinic locator. We built a customer parser to load data from SAP into an MSQL backend and a stand-alone HTML5 application that allowed Reps and their managers to proof and correct clinic contact data, which is then sent on to Salesforce through an ETL connector.

Benefit

Prospects visiting the locator are always presented with fresh and accurate physician information. Sales team does not have to rely on Corporate IT or Marketing to help them keep their data up to date.

Already have a technical partner? Not to worry.

Many of our clients already have technical partners who specialize in Salesforce, Tableau, SAP, QAD, and countless other specialty applications. We are brought in to work alongside these vendors to provide a fresh perspective or act as a force multiplier.

Talk to a giant in the industry

Connect

Nevro

How can we tell if a clinic-based app will be adopted by our sales team and HCP staff?

Project

Clinic-based app pilot

Opportunity

Nevro had an idea for a mobile application that could help their Sales team enroll more prospective patients but wanted to share the idea with reps and HCP staff to vet the idea and gauge its potential impact before jumping into development.

Approach

We began this project by interviewing 20+ reps to understand their current workflow and areas where they thought a digital solution might have an impact. Based on this input we then developed a low-resolution, clickable prototype of a mobile application, which we then tested in one-on-one usability tests with sales reps and HCP staff. After all the usability tests were done we then analyzed the results and were able to clearly identify which features made sense to develop fully and which, while intriguing, did not provide enough value to end users to drive adoption.

Services Included

Process Design
User Journey Mapping
Prototype Development
User Testing
Data Analysis

Apollo Endosurgery

How do we allow our sales reps to easily share marketing metrics with clinics?

Project

Call Tracking to ERP

Opportunity

Having recently purchased LapBand from Allergan, Apollo Endosurgery was looking to strengthen their bond with the HCP channel by positoning the company as a data-driven marketing partner that could consistently drive qualified prospects via DTC campaigns.

Approach

We started by installing a call tracking system of our own design to capture which Google campaigns were driving telephone calls in the U.S. and abroad. The next step was to push this data to Salesforce where it could be easily accessed by reps and shared with office staff, which we accomplished by building a custom web-service to pull call data into the proper contact object within Salesforce. We then used Tableau to create custom visualizations that told a clear story to each practice about the impact Apollo was having on their prospect lead flow.

Services Included

Strategy
Application Development
Infrastructure Architecture

Boston Scientific

How can we streamline the contract creation, approval, and signatory process?

Project

Discount Pricing Application

Opportunity

The Neuromodulation division at Boston Scientific came to us with a request to streamline the process of creating discount pricing contracts. Their as-is process involved mailing Excel sheets internally for review and approval, which inevitably led to version control problems, duplicate requests, and low visibility into approval delays.

Approach

We began this project by doing detailed process modeling of the current system, which we then analyzed to discover new opportunities for efficiency. We then developed a low-resolution prototype of a custom web-app and tested it with the sales team to make sure the interface was intuitive and easy to use. While our front end team developed the application in HTML5, our back-end engineers developed an interface to pull product pricing and account data out of SAP for consumption by the app. In parallel, they also built custom connectors to Docusign and Box, allowing us to automatically generate signatory requests from within the app and, when all signatures were in place, archive the finalized document within Box. When launched, the application was an immediate hit with both front line salespeople and the internal Sales Operations team. For individual reps, it meant no more stalled contracts and no more chasing down signatures via fax and snail-mail. For Sales Ops, it meant 100% visibility into the contract approval process and assurance that all final contracts were signed and archived correctly. This application was recognized internally within Boston Sci as an exemplar of digital innovation in 2016

Services Included

Process Analysis
User Testing
User Interface Design
Application Development
Integration Architecture
Custom Web-Service Development

Allergan

We have new practices being added to our clinic locator every day. How can we delight them by getting them listed immediately?

Project

ERP to Clinic Locator

Opportunity

Allergan’s Botox for Overactive Bladder was running Pay-per-Click media on several different networks and was using our telephone call tracking platform to measure outcomes for each channel. As the program grew in popularity, more clinics wanted to be listed within the locator and were frustrated with the 2-3 day delay it took to manually provision new tracking numbers. Allergan saw an opportunity to delight new clinics by getting them listed immediately.

Approach

We worked with Allergan’s internal IT team to define a web-service interface that would expose all new clinic registration information to our call tracking platform and, in return, take in call tracking numbers for display on the consumer website. In parallel, we worked with our SIP telephone line provider to develop a search- and-provision API that allowed us to purchase and configure tracking numbers programmatically. The final step was to build a new layer on the call tracking platform to consume the new registration data and use it to automatically search for and provision new phone lines and then send them back to the ERP platform. When launched, our solution allowed Allergan to have new clinics fully provisioned on their clinic locator in less than 3 minutes, 100% accurate, and free from human error.

Services Included

Process Design
Web Service Architecture
Web Service Development
Testing

Neuropace

What are the different paths prospects take to become patients and where are the points within the journey where we can impact conversion?

Project

Patient Journey Mapping

Opportunity

Neuropace has a novel device for treating people with drug-resistant, focal epilepsy, and is looking to increase lead flow and contact-to-conversion rates to Comprehensive Epilepsy Centers (CEC). In their journey from awareness to adoption, prospects interact with multiple divisions inside Neuropace and multiple clinicians inside the CEC. If messaging at each of these touchpoints can be made consistent, there is an opportunity to improve both brand perception and conversion rates.

Approach

This project kicked off with a series of in-depth interviews with current patients, prospective patients, Neuropace staff, and HCP partners to document their understanding of patient flow. These interviews were then compiled into a process map that we used to identify gaps and opportunities for improvement. Working with Neuropace leadership, we then identified the key interactions in the patient journey to improve through process or technology innovation. The final deliverable was a phased project plan with schedules, project plans, and budgets for 8 content creation and application development projects that acted as a roadmap for annual budgeting and hiring.

Services Included

User Interview
User Journey Mapping
Database Analysis
Prototype Development
User Testing

Medtronic

We have built an online portal for patients to manage their diabetes. What design and copy changes can be made to flatten the learning curve and increase adoption?

Project

Diabetes Portal UX Audit

Opportunity

Medtronic-Minimed developed an online portal to allow insulin pump patients to track their blood glucose level and share data with their physician in order to fine-tune their pump settings. Early feedback from patients in a pilot group suggested that the interface was difficult to use and that patients had a hard time using the application consistently because they did not see the value it gave back to them. Can we discover design and copy changes that will reinforce the value of staying compliant and also make the tool easier to use?

Approach

We began this project by interviewing current insulin pump patients to learn how they currently tracked their exercise levels, eating habits and insulin intake. Based on these one-on-one interviews we learned that pump patients exhibit wide variability in their approach to self-care, with some being super diligent while others took pride in ignoring protocols and managing by the seat of their pants. Based on these findings, we developed a more narrow, cleanly defined target audience and designed a new prototype for usability testing. When we went back and tested the new interface with our core audience the results were impressive; users were able to enter and analyze their data from a single dashboard and the majority of people tested said they would use the application if it were offered. Our work formed the basis for a complete re-architecture of the application and a revision in the go-to-market plan to focus on a narrower market segment for launch.

Services Included

User Interview
User Journey Mapping
Database Analysis
Prototype Development
User Testing

Strategy & Launch
Product Development & engineering
Design Services

The feedback is phenomenal. People are amazed at the fact that we were able to take an idea from a piece of paper, to fully functional complex hardware and software prototype, and turn it into a real-world business in less than 9 months.Again, thank you so much for all the crazy hours, commitment, passions, and talents that you and your team have put forth on this project. If there ever was a definition of a 21st century alchemist, you guys are it…

Audits

Find out what’s Really Happening

Clinic Locator Data Quality

What happens when prospects call a clinic?

Site Persuasion Architecture

Is your website as persuasive as it could be?

Site Tone of Voice

Does your website copy reflect your brand’s personality?

Site Technology Performance

How is the technical performance of your site?

Secret Shopper

What’s your real customer experience?

ChatBot ROI

How effectively can chatbots drive ROI?

Development

Process Design

Find out what’s Really Happening

Astellas

Stress Test Coach

Boston

Discount Pricing Workflow

Medtronic-Minimed

Diabetes Management Portal Taskflow

St. Jude

Marketing Collateral Intranet

System Integration

Allergan

ERP to Call Tracking System

Boston

Web to Docusign, Box and Salesforce

Apollo Endo

Call Tracking to Salesforce

Boston

SAP to Custom Portal

Already have a technical partner? Not to worry.

Talk to a giant in the industry

COMPANY