Critical Content Errors and Functionality Issues Identified and Resolved, Ensuring Patient Safety and Brand Integrity

Business Case:

A thorough QA review of a patient website for a medication treating inborn urea cycle disorders uncovered severe content inaccuracies and functionality issues. These problems posed significant risks to patient safety, legal compliance, and brand reputation. By identifying and addressing these issues, the company avoided potential lawsuits, regulatory fines, and damage to their brand image, while improving patient education and engagement.

Why You Should Care:

• If you’re in the pharmaceutical or healthcare industry, this case study highlights the critical importance of regular, comprehensive QA reviews for patient-facing digital assets.
• For any business with a multi-language website, this study underscores the need for consistent quality across all language versions.
• Companies dealing with sensitive information will benefit from insights on maintaining content accuracy and brand consistency across digital platforms.

Key Findings and Their Impact:

1. Content Accuracy Issues
• Multiple instances of incorrect branding and information from another product were found throughout the website.
• This could lead to patient confusion, potential misuse of medication, and legal liabilities for the company.

2. Functionality Problems
• Non-working video controls for Spanish content and mobile menu malfunctions were discovered.
• These issues significantly impacted information accessibility, potentially alienating Spanish-speaking users and mobile visitors.

3. Accessibility Concerns
• Missing video transcripts and non-functional elements hindered access for users with disabilities.
• Addressing these issues not only improved user experience but also ensured compliance with accessibility regulations.

4. Design Inconsistencies
• Various design issues across different devices and screen sizes were identified.
• These inconsistencies could negatively impact user experience and perception of the brand’s professionalism.

The Story Behind the Numbers:

Imagine a patient with a rare genetic disorder, desperate for information about a life-saving medication. They visit the pharmaceutical company’s website, only to find conflicting information, broken links, and inaccessible content. This scenario was a real possibility before the QA review uncovered critical issues on the patient website.

One particularly alarming discovery was the presence of information about a different medication scattered throughout the site. This could have led to patients mixing up dosage instructions or side effects, with potentially life-threatening consequences. Additionally, Spanish-speaking users were unable to access crucial video content due to non-functional controls, creating a significant disparity in information availability.

By systematically addressing these issues, the company not only mitigated serious risks but also demonstrated its commitment to patient safety and inclusion. The improved website now provides clear, accurate, and accessible information to all users, regardless of language or device preference.

Results and Relevance:

• Legal and Regulatory Compliance: By correcting content inaccuracies and improving accessibility, the company ensured compliance with FDA regulations and avoided potential lawsuits.
• Enhanced User Experience: Fixing functionality issues and design inconsistencies led to a more user-friendly website, potentially increasing patient engagement and adherence to treatment.
• Brand Protection: Removing incorrect branding and information preserved the integrity of the product’s brand and the company’s reputation.
• Improved Accessibility: Addressing issues like missing transcripts and non-functional elements made the website more inclusive, potentially reaching a wider audience.

These results are particularly relevant for:
1. Pharmaceutical companies managing multiple product websites
2. Healthcare providers offering patient education resources
3. Any organization with multi-language digital platforms
4. Companies dealing with sensitive or regulated information online

By sharing this case study, we hope to emphasize the critical importance of regular, thorough QA reviews for digital assets, especially in industries where accuracy and accessibility can have life-changing impacts on users.