Biogen’s SMA360° support program provides specific services that address nonmedical barriers to access. The team consists of your Family Access Manager (FAM) and Lead Case Manager(LCM). For this MVP, we worked with the LCMs to help patients understand their insurance benefits for SPINRAZA and find an affordable way to start treatment when prescribed by a healthcare professional.
The Challenge
The SMA 360 team currently uses CRM Dynamics to manage the HUB processes. At the time, ESI and UBC were going through a separation process. This meant the SMA 360 team would no longer be able to use CRM Dynamics by the end of Q4 2018. We were in August, and the SMA 360 team required a new solution before that time. The SLA also required them to complete data entry from the Start Form with consent within 1.5 hours of receiving it by Fax. I witnessed how it took them approximately 45 minutes per patient just to create a case! They also need a responsive system since their current CRM only works on IE.
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Role
I was the lead product designer and product owner on a very competent team collaborating primarily with the technical lead (full-stack developer), a front-end developer, and a database engineer. More internal stakeholders would contribute like the Project Manager and a Solutions Architect we would consult as technical needs arose.
Scope
After receiving the project brief from a group of internal stakeholders and our non-negotiable deadline of approximately 3-4 months to launch, we immediately moved to work. One of the first pieces we received was a diagram of their current process from Intake until fulfillment at Biogen’s SMA360. We got in touch with them for introductions and to get a full grasp of everything and hear it directly from them. After several interactions with the team, our product goal was to deliver a solution allowing them to upload the prescriber referral forms and input this patient data into the system to begin their benefits investigation.
Process
Soon after, I scheduled some one-on-one meetings with the leads to get to know them a bit better and understand their physical environments of work equipment team setting and go deeper into each individual’s process and needs. These meetings were conducted remotely via conference calls and video calling. From these meetings, we could identify some key requirements to begin brainstorming on possible solutions and come up with an MVP definition. For a complete description of the process please visit the SMA Project Link.
Outcomes
The Biogen team came to our office for a final round of feedback on the MVP. We had been testing it and collecting more actionable feedback from them throughout this process, which helped us make an incredible product that met the high standards set by us and internally, and with our test users!
Our user test showed that we completed these entries at about 10 minutes each. That is a 77% decrease in data entry time.
