Cosentyx Connect
CRM Enhancement

Project Type
UI Design

Role
Sole Designer
Team of 3 including Behavioral Scientist & Marketing Consultant

Design Tools
Adobe XD, Adobe Illustrator

Background Information

Cosentyx (secukinumab) is a human IgG1k monoclonal antibody used for the treatment of psoriasis, ankylosing spondylitis, and psoriatic arthritis. To help patients stay consistent with dosage, doctors appointments, and other prescription information, Cosentyx gives patients the option to utilize their Cosentyx Connect program. When you sign up, you'll have access to a full range of services, like your own dedicated Personal Support Specialist, $0 co-pay, and supplemental injection support (Cosentyx).

Problem

To summarize the Request for Proposal (RFP) delivered from Cosentyx, the Cosentyx Connect program has run into 3 key issues.

1. There is a large information gap between the patient and pre-patient experience

2. Difficulty catering to the diverse patient demographic

3. How to properly disperse the appropriate information for each specific indicator

The Solution

In order to provide a seamless experience for current and prospective users of Cosentx Connect, we need to look at what is working and what needs improvement. Currently, Cosentyx Connect does a great job of providing all necessary information regarding its main features through its e-mailed newsletter. Something we could enhance would be making additional information a little more digestible on the site.

Main Touch Points

Adding a Microsite to house Cosentyx Connect program
Implement a live chat feature that is human-facing (ambassador)
Community Blog for signees
Filter patient experience by indicator (plaque psoriasis, ankylosing spondylitis, etc)

Strategy

Offering a helpful hand

Prospective patients or site viewers tend to scan the site to soak in as much information as possible before joining the program. By utilizing hotspots, we can implement an interactive live chat ambassador that can help guide you to other parts of the site that may be of interest to you.

Understanding the target audience

Cosentyx patients come from all walks of life, of all ages, genders, and races. We want to keep the microsite inclusive and display that diversity firsthand. A very important aspect of taking an injection-based drug is the need and want for support from people who have gone through a similar path as you. Before signing up for the program, prospective patients have the ability to gain a preview of Cosentyx Connect perks through the newsletter. Once they have signed up, the information they receive going forward will be tailored to their specific needs, and they will have the opportunity to discover more insights and support from the blogsite as well.

Example of current real-patient videos from the existing Cosentyx Website

Takeaways

I think a major part of the success of Cosentyx patients is the sense of community and support. Giving patients a platform where they can research, discuss, and inquire, it gives them peace of mind by showing that they are not alone. The Cosentyx Connect microsite brings additional encouragement to stay on-drug and increases the chance of having a healthy relationship with their medication. rather than casting a negative association towards it.

Cosentyx Connect CRM Enhancement