PATIENT EXPERIENCE

Digital Patient Experience
Snapshot

Example deliverable — specialty pharma brand

An independent, publicly-sourced assessment of a specialty pharma brand's digital patient experience: brand.com, enrollment flows, financial assistance, and support programs.

genflare.ai  |  AI Advisory & Services for Life Sciences  |  March 2026  |  Confidential

Pharma spends $32.6 billion a year getting patients to act.

$32.6B
Total U.S. pharma ad spend, 2025
eMarketer, 2025
89%
of patients Google their symptoms before seeing a doctor
HealthLeaders / eligibility.com
5:1
return on online DTC advertising spend
PMC / NCBI

But what happens after a patient clicks?

They enter a maze that was never
designed for them.

🔍
They search. And land on a brand.com built around the drug, not the patient.
📄
They scroll. Past clinical data they can't interpret and ISI they don't understand.
🖨
They try to enroll. And find a form that requires a fax, three signatures, and a phone call.
💰
They look for financial help. And get a 1-800 number with no online option.
👥
They look for someone like them. And find a stock photo.

The problem is no one maps the experience end to end.

Too many owners. Too expensive. Too slow.

Until now.

60+ screens. 5+ documents. Publicly sourced.

Here's what we found.

+60 more
Screen capture Screen capture Screen capture Screen capture Screen capture Screen capture

Executive Summary

Overall Score
6.0
/10
Functional but clear room to improve
⚠

Analog Enrollment

Fax-first Start Form in 2026. No digital portal. Triple signature requirement creates unnecessary friction.

✗

Missing Caregiver Experience

Zero caregiver-specific resources for a disease primarily affecting young people. One of the largest gaps in the experience.

✓

Strong Financial Assistance

97% of commercially insured patients pay $0/month. Clear, specific messaging. Best dimension in the assessment.

⚠

Dated Digital Experience

Information architecture reflects brand thinking, not patient journeys. No guided pathways for newly diagnosed.

Bottom line: the brand has monopoly status in FA with ~5,000 U.S. patients, yet the patient experience has clear room to improve. For a brand with no therapeutic competition, this is a missed opportunity to own the entire patient journey.

Dimension Scores

Each dimension scored on a 1-10 scale based on observable, evidence-based criteria

Financial Assistance
8/10
Excellent coverage stats; clear, specific messaging
Brand & Marketing Messaging
7/10
Consistent identity but over-reliant on regulatory positioning
Clinical Data Presentation
7/10
Thorough but complex for lay audience; mFARS needs translation
Access & Enrollment (REACH)
7/10
Strong program design; friction in fax-based Start Form
Disease Education
6/10
Adequate overview; no newly diagnosed pathway or progression guidance
Patient Stories & Engagement
6/10
Video exists but under-leveraged; limited variety of perspectives
Ongoing Support & Adherence
6/10
PDF dosing tracker; no digital tools, no community features
Digital Experience & Navigation
5/10
Dated UX; information architecture reflects brand, not patient journeys
Content Gaps & Missing Elements
5/10
No caregiver hub, no FAQ, no discussion guides, no multilingual content

Priority Opportunities

Ranked by impact and feasibility

1

Digitize Enrollment & Patient Access Tools

HIGH IMPACT

Replace the fax-based Start Form with digital enrollment and e-consent. Combine with streamlined access to financial assistance online. The triple-signature paper process is the biggest friction point between prescription and first dose.

Reduces the single highest-friction step between prescription and first dose
2

Build Journey-Based Website Architecture

HIGH IMPACT

Restructure brand.com around patient stages (Newly Diagnosed, Considering Treatment, On Treatment) instead of brand-centric sections. Capture patients at their highest-need moment.

Aligns content with how patients actually seek information
3

Create a Caregiver Resource Hub

HIGH IMPACT

FA primarily affects young people. Parents, partners, and siblings are central to treatment decisions. the brand currently has zero caregiver-specific content, yet this audience drives much of the research and enrollment activity.

Addresses one of the largest gaps in the current experience

Inside the Snapshot.

Here's what you get.

Complete scored walkthrough of all patient + provider touchpoints
Full enrollment journey simulation with documented evidence
Competitive side-by-side across 2-3 competitors in your TA
Interactive prototype of the reimagined patient experience
Prioritized recommendations with implementation roadmap
60-minute live readout with your leadership team
$42,000 · Fixed scope · 3 weeks · Zero client lift
Genflare

About This Assessment

This Digital Patient Experience Snapshot was produced by Genflare using publicly available information only. No proprietary data, internal systems, or client participation was required.

Genflare is an AI advisory and services firm focused exclusively on life sciences. We help commercial teams see their patient experience the way patients actually see it, and fix what's broken.

All scoring reflects Genflare's assessment methodology based on observable, evidence-based criteria. Each dimension is evaluated on a 1-10 scale across defined attributes specific to the therapeutic area.

Bradford Lee
Co-Founder, Genflare
LinkedIn →
Greg Johnsen
Co-Founder, Genflare
LinkedIn →