COHERUS BIOSCIENCES

Patient Services Platform

Paper enrollment eliminated — financial support and clinical resources made reachable for the patients they were built for.

Role
Design Director (Project Design Lead)

Agency
frog design (Capgemini Invent)

Timeline
2020, 6 months

Deliverables
Patient Portal Design · Provider Portal Design · Stakeholder Alignment Workshops

Challenge

Coherus Complete offered patients real value — financial support and clinical resources — but every enrollment ran through paper forms. Patients faced delays, resubmissions, and zero visibility; practice staff drowned in account administration; and the program couldn't scale. The enrollment process was actively defeating the program it served.

Approach

We built one web experience for three audiences: a practice portal (streamlined registration, provider permissions, bulk uploads), a patient portal (self-enrollment, financial-support access, status tracking), and a public site carrying program awareness. The design priority throughout was removing every step that had previously required a fax machine, a phone call, or a resubmission.

Work

NEW SITE

The public face of Coherus Complete

Computer screen displaying the Co-Pay Assistance Program website with options for pharmacy and medical co-pay enrollment, and a photo of two healthcare professionals.
Screenshot of the Coherus Complete website, promoting patient support services for biologic access and reimbursement, with navigation options and contact information.

UX

Enrollment and account flows for practices and patients

Flowchart of enrollment and account processes for practices and patients, with steps including practice registration, provider permissions, patient enrollment, account dashboard, self-enrollment, eligibility and consent, financial support, status tracking, and a note about paperless operation

Impact

  • Paper-based enrollment eliminated entirely

  • Enrollment time reduced from days or weeks to hours

  • Program enrollment and utilization increased as abandonment fell

One Learning

The biggest barrier to a patient-support program wasn't the program — it was the form. In healthcare, operational friction and patient experience are the same problem wearing different badges, and fixing one fixed both.