Wireframe & Web Copy: ActX

CHALLENGE

 

ActX received many repetitive inquiries from patients about their genetic testing service. These questions involved basic information about the service, and took up limited customer service resources. The team wanted to reduce time spent on customer service and increase customer confidence.

SOLUTION

 

I performed an audit of customer service inquiries and did additional research to surface common questions. After rounding up the answers, I suggested an improved approach to customer education on the Patient page. I focused on a personable tone and organized content to guide customers through the decision process.

RESULTS

 

The wireframe and copy sparked internal discussion about updating the company’s website and creating documentation around voice and tone. I continued the process by doing similar research for other primary audiences including providers, executives in larger health systems, and electronic health record companies.