COHERUS BIOSCIENCES
Patient Services Platform
Transforming manual enrollment into streamlined multi-stakeholder digital experience
CLIENT
Coherus
BioSciences
ROLE
Design Director
AGENCY
frog, a Capgemini Invent company
DELIVERABLES
Patient Services Platform, Digital Transformation
THE CHALLENGE
Paper Forms Creating Patient Barriers
Core Issues
Manual paper-based enrollment
Lengthy delays and errors
No centralized patient tracking
Practice staff administrative burden
Patient enrollment abandonment
Limited program scalability
Coherus BioSciences had created "Coherus Complete"—a patient services platform offering valuable financial support and clinical resources. But all enrollments were conducted manually through paper forms, creating cascading problems.
For patients: lengthy enrollment delays, complex forms, no status visibility, errors requiring resubmission. For practices: excessive paperwork time, manual account management, limited ability to help patients navigate support.
The paper-based process was actively undermining the value of Coherus Complete, preventing patients from accessing needed support.
OUR APPROACH
Multi-Stakeholder Digital Platform
We developed a comprehensive web-based experience serving three distinct stakeholder groups: patients seeking simplicity, practices needing efficiency, and Coherus requiring scalability and insights.
The platform provides streamlined enrollment, simplified management, patient self-service capabilities, practice management tools, and valuable adherence data capture.
01
Practice Portal
Streamlined registration, account management, provider permissions, bulk uploads
02
Patient Portal
Self-enrollment, financial support access, educational resources, status tracking
03
Public Website
Program awareness for consumers and providers, enrollment information, resources
04
HIPAA Platform
Prescription recommendations, adherence prediction, data aggregation, risk stratification
IMPACT
Operational Transformation
Business & Patient Outcomes
Eliminated paper-based enrollment process entirely
Reduced enrollment time from days/weeks to hours
Decreased enrollment errors through intelligent validation
Enabled real-time visibility for all stakeholders
Dramatically reduced administrative burden on practice staff
Freed staff time for patient care versus paperwork
Faster access to financial support and therapy initiation
Reduced enrollment abandonment due to complexity
Increased program enrollment and utilization rates
Created scalable platform for additional Coherus therapies
KEY LEARNINGS
What This Project Demonstrates
Sometimes the biggest barrier to program success isn't the program itself—it's the enrollment process. Coherus Complete offered valuable support, but the paper-based enrollment was actively preventing patients from accessing it.
This project demonstrated that in healthcare, operational efficiency and patient experience are inseparable. When we removed friction from the enrollment process, we didn't just make things easier—we fundamentally changed the program's ability to achieve its mission.
THIS PROJECT DEMONSTRATES MY ABILITY TO:
Design complex multi-stakeholder platforms serving diverse needs
Digitize healthcare processes and optimize clinical workflows
Understand practice operations and workflow integration
Create patient-facing tools that drive engagement and self-service
Build HIPAA-compliant, secure healthcare platforms
Lead change management in healthcare settings
Deliver platforms that reduce costs while improving patient care