Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creatinghope for millions of people.
Medidata Solutionsは、UXリサーチの採用を効率化し、開発チームに依存することなく、タイムリーでインパクトのあるアプリ内通知を提供したいと考えていました。
Pendoアプリ内ガイドにより、UXリサーチプロセスを迅速化、簡素化し、重要な通知や機能情報をユーザーに届けることができました。
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は、顧客に卓越した体験を提供し、最終的には治療薬に頼る患者の生活を改善することに尽力してきました。 このことは、同社がアプリやデジタルプロダクトを通じて提供する体験についても当てはまり、Pendoとの提携を決定した最大の要因の1つでした。
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.
「最終的には、お客様により良いユーザー体験を提供することが重要です。それができれば、私たちが作ったプロダクトに満足していただけ、私たちが良い仕事をしていることを実感していただけます。」
Jonathon Wilson氏 | Medidata Solutions、シニアR&Dソフトウェアシステムアナリスト
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.”
「Pendoでは[アプリ内ガイドを]簡単にまとめることができるので、ユーザーにより多くの情報を提供できます。 また、ノーコードで作成できるため、今後の機能リリースについての事前通知を増やしました。 開発に依存せず、自分たちでできるようになったからです。」
Jonathon Wilson氏 | Medidata Solutions、シニアR&Dソフトウェアシステムアナリスト
MedidataがPendoと共同で行ったすべての取り組みは、臨床試験をより効率的で費用対効果が高く、患者にとって効果の高いものにするという、より広範なミッションと結びついています。 「Medidataでは、私たちはユーザーの代弁者です。 Pendoでの作業についても、同じように考えています」とWilson氏は説明します。 「つまり、ガイドの提供であろうと、アナリティクスとエンゲージメントであろうと、最終的な目標は、ユーザーに可能な限り最高の体験を提供することなのです。」
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.
「会社として掲げた高い目標に近づくことを可能にする[Pendoのような]ツールがあると知り、本当にやりがいを感じます。」
Jonathon Wilson氏 | Medidata Solutions、シニアR&Dソフトウェアシステムアナリスト
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.
