Medical Technology Self Service Portal and App

challenge

Becton Dickinson (BD), a global medical technology company, was struggling with an overloaded customer service operation that frustrated customers and stretched its team.

A new self-service portal offered a way to let customers solve problems on their own, reducing pressure on BD's support team and modernizing the experience.

process

Building on user research and analysis, we led a co-creation workshop where key stakeholders identified and prioritized several product concepts to improve BD's self-service options.

These concepts shaped the design of a new issue resolution portal and a companion app for submitting problems on the ground.

product

The order landing page brings everything customers need into one place, so they can check on and resolve any part of an order.

Based on customer feedback, it puts open orders front and center with visualizations, alerts, and tracking down to the individual line item.

Customers can follow submitted issues in real time from the portal, getting answers without waiting on customer service and freeing BD's team to focus on more complex requests.

Revamped account preferences let customers get ahead of potential issues, managing everything from recall notifications and forecasting to product substitutions during backorders.

The accompanying app takes advantage of a tablet’s portability to simplify the process of submitting product issues for users in the field.

Customers are able to document issues in the location they are first noticed, such as a hospital exam room or a supply receiving center.