Beyond FDA: The victims of harmful medications in the US
By diving into the intricate universe of Justpoint claimants—focused on the American market—the research uncovered the multiple dimensions of this complex landscape. The empathetic exploration of the company’s database brought to light the diverse experiences, challenges, and needs of each target audience, providing valuable insights into their journey and guiding the design of the best service to meet their needs.
To address these challenges, the research aimed to uncover key insights that would improve the claimant journey and increase engagement. The goal was to develop a clear understanding of who these claimants are, what motivates them, and what obstacles they face. By capturing behavioral insights from real interactions, the study sought to inform a more user-centered service design approach. Additionally, it aimed to make these insights easily accessible across the company, ensuring that every team could leverage them to create a smoother, more empathetic, and effective experience for claimants.
The problem
To ensure the findings were effectively shared and applied, the research team introduced Slack Knowledge Pills, a system of bite-sized, structured insights delivered through Slack. These concise updates distilled key takeaways from user research into easily digestible messages, making it simple for teams across the company to absorb and act upon the information. This approach ensured that research findings were not confined to lengthy reports but instead became part of the team's daily workflow, fostering a culture of continuous learning and improvement.
The goal
Mass tort claimants often face a complex and overwhelming legal process, struggling to understand their rights and the steps needed to pursue their cases. Many experience emotional distress, making it difficult for them to stay engaged throughout the process. Others become frustrated due to a lack of clarity, slow responses, or communication gaps, leading to high dropout rates. Without a deep understanding of these users and their pain points, Justpoint risked losing potential claimants and missing opportunities to optimize their experience.
The solution
Our research went beyond demographic data, incorporating qualitative insights from recorded conversations between claimants and Justpoint representatives. By synthesizing these elements, we formed a more holistic picture of the claimant journey.
Empathizing with the Silenced Voices
-
Capturing frustration, confusion, or urgency.
-
Identifying key barriers preventing claimants from moving forward.
-
Spotting moments where service adjustments could improve the experience.
-
Understanding how claimants engage, ask questions, and make decisions.
Deep Dive: Presentations & Training Materials
For more complex insights that couldn't be condensed into Slack updates, we developed a detailed presentation outlining key findings. This was accompanied by:
A recorded session providing in-depth context.
Training material to help teams understand and apply the research findings.
By adopting this structured approach, we ensured that user insights were not only discovered but also effectively shared and implemented across the organization, driving meaningful improvements in Justpoint’s service design.