Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creatinghope for millions of people.
Medidata Solutions wollte die Rekrutierung von Mitarbeitern für die UX-Forschung optimieren und zeitnahe, wirkungsvolle In-App-Benachrichtigungen bereitstellen – ohne dabei auf Entwicklungsteams angewiesen zu sein.
Die In-App-Anleitungen von Pendo trugen dazu bei, den UX-Forschungsprozess zu beschleunigen und zu vereinfachen und den Benutzern wichtige Hinweise und Informationen zu Funktionen bereitzustellen.
With Pendo, Medidata Solutions drove 3,000+ new sign-ups for UX research sessions in three weeks
and reduced time needed to deploy in-app guides from weeks to minutes.
Medidata Solutions is a leading provider of SaaS and data analytics solutions for clinical research. They provide a complete end-to-end suite of solutions that supports the creation and implementation of clinical trials, all the way through go-to-market and manufacturing. By helping therapeutics researchers, manufacturers, and clinicians get drugs to market faster, they are powering smarter treatments and healthier people.
Medidata ist seit jeher bestrebt, seinen Kunden außergewöhnliche Erlebnisse zu bieten – und letztendlich das Leben der Patienten zu verbessern, die auf Therapeutika angewiesen sind. Dies gilt auch für die Erfahrungen, die sie über ihre Apps und digitalen Produkte vermitteln, und es war einer der wichtigsten Gründe für die Entscheidung, mit Pendo zusammenzuarbeiten.
Today, Medidata is using the entire Pendo platform to understand user engagement, track and improve feature usage, collect feedback, and deliver tailored in-app resources to a broad array of user personas—including clinicians, research organizations, patients, and pharma companies. In the last two years, they’ve used Pendo to deliver in-app guidance and notifications to their diverse user base, as well as gather feedback and recruit participants for UX research initiatives.
“Pendo allows us to dive into what’s going on, to really see that engagement [and] what’s happening on the page,” said Jonathon Wilson, senior R&D software systems analyst at Medidata. “I work with every department across the company . . . [to deliver] product analytics [that give our teams] an understanding of how users are actually interacting with our software, what they’re doing, when they’re in there, and where trouble spots may be.”
Wilson recently worked on a project with Medidata’s UX research team, leveraging targeted in-app guides built in Pendo to encourage users to share their feedback and meet with researchers.
In the past, the Medidata team relied on traditional survey tools and recruitment forms to capture this type of input from users. But these communications were typically sent via email, and didn’t yield the results the team was looking for. “When we build these [recruitment forms and surveys] directly in the applications—which is what Pendo allows us to do—we know that we’re reaching our users directly,” Wilson explained.
After just three weeks of these in-app guides being live, the UX research team saw 3,000+ new sign-ups for live, in-person, or virtual UX research and interview sessions—a huge surge compared to previous results. “[The UX research team] was absolutely over the moon . . . [they] had never seen numbers like what we were getting in, thanks to the feedback forms that we [created using Pendo],” said Wilson.
„Letzten Endes geht es darum, unserer Kundschaft ein besseres Benutzererlebnis zu bieten. Und wenn wir das schaffen, dann wissen wir, dass sie mit den Produkten, die wir bauen, zufrieden sein wird und dass wir gute Arbeit leisten.“
Jonathon Wilson | Senior R&D Software Systems Analyst, Medidata Solutions
Medidata also uses Pendo to deliver in-app system notifications, like downtime notices or new feature alerts to their user base. And Medidata knew that being able to reach users directly—without asking them to hunt down resources for themselves—was critical in delivering an exceptional user and learning experience.
“[With Pendo, we have] the ability to deliver content directly in the application, right where [users] need it—whether that’s through a guide with a badge, or an automatic guide like a walkthrough,” Wilson said. “[Pendo gives us] the ability to reach out directly to them and say, ‘We know this is a place that might be sticky. Here’s something that’ll help you get through that.’, and [also] to leverage other tools like the Resource Center and polls.”
Today, Wilson and his team own the creation and deployment of in-app guides across Medidata’s platform of products. But in the past, these in-app messages—notably notification guides like system updates between releases—would typically take the product, engineering, and service delivery teams up to two sprints to produce.
“When you consider everyone involved in just one UI initiative—tech comms, development, product, testing, service and delivery, validation—there’s a lot of paperwork and manual work that has to be done,” said Wilson. “When we’re building a guide with Pendo, we cut all of that down to about 15 or 20 minutes. We’re [giving all that time back to our team] so they can continue working on bugs, features, and new improvements to the software—instead of just having to focus on building text guides that are going to go into the UI.”
„Durch die einfache Zusammenstellung von [In-App-Anleitungen] in Pendo können wir unseren Benutzern mehr Informationen zur Verfügung stellen. Wir machen mehr Vorankündigungen zu Feature-Releases, die veröffentlicht werden, weil wir nicht mehr an den Code gebunden sind. Wir sind nicht mehr an Entwicklungsabhängigkeiten gebunden.“
Jonathon Wilson | Senior R&D Software Systems Analyst, Medidata Solutions
Die gesamte Arbeit, die Medidata mit Pendo geleistet hat, steht im Zusammenhang mit der umfassenderen Mission des Unternehmens, klinische Studien effizienter, günstiger und wirkungsvoller für den Patienten zu gestalten. „Hier bei Medidata setzen wir uns für die Benutzer ein. Und ich sehe meine Arbeit in Pendo genauso“, erklärte Wilson. „Ganz gleich, ob es um die Bereitstellung von Leitfäden oder um die Analyse- und Interaktionsseite geht, es läuft letztlich alles darauf hinaus, den Benutzern das bestmögliche Erlebnis zu bieten.“
The Medidata team leverages the entire Pendo platform to help bring this mission to life. From using Pendo Analytics to evaluate funnels and paths to see where users are succeeding or struggling, to deploying data-informed guides through Pendo In-app Guides to get users through any troublesome spots they’re facing, to gathering user feedback to inform the roadmap—Pendo is a key partner at every step of the lifecycle.
„Zu wissen, dass wir ein Werkzeug [wie Pendo] haben, das es uns ermöglicht, die hochgesteckten Ziele, die wir als Unternehmen haben, zu erreichen, ist wirklich lohnend.“
Jonathon Wilson | Senior R&D Software Systems Analyst, Medidata Solutions
To learn more about how Medidata Solutions leveraged Pendo to build more efficiently and drive exceptional user experiences, check out the slides and recording from Jonathon Wilson’s breakout session at Pendomonium 2023.
