Johnson & Johnson
Patients waiting on high-cost, lifesaving prescriptions can’t afford customer service agents lost in scattered screens. Think gave support agents one place to look.- Research & Product Strategy
- Product Design & Build
Overview
We partnered with Johnson & Johnson Innovative Medicine on the console that customer support agents rely on to manage one of healthcare’s most personal moments: patients seeking help paying for high-cost, lifesaving treatment. Every enrollment, benefits investigation, and prior authorization decision moves through this system before a patient gets an answer. Think collaborated with J&J through phase after phase as the console evolved, working inside Salesforce Health Cloud’s built-in components without losing sight of what support agents actually needed. What started as one redesign became a standing practice for how J&J’s support agents work. A standout moment during this engagement came from support agents least likely to trust a new system. One, who didn’t consider themselves tech-savvy, called the redesign intuitive on the first try. Another said they wanted it to go live immediately, imperfections included, calling it a clear improvement over the CRM they’d worked in for years.
About This Client
Johnson & Johnson Innovative Medicine is the company’s largest segment. It surpassed $60 billion in revenue in fiscal year 2025.
Across 82 support agents testing the redesigned console, 8 of 10 workflows scored 70% or higher for ease of use. The results held up phase after phase, as J&J expanded the same redesign approach across more of the console.
Results
- Problem
Finding a patient’s program eligibility, enrollment, and status meant navigating through multiple complicated screens in Salesforce.
SolutionIn testing, 88% of support agents pulled up everything they needed in one screen, calling it a clear improvement over what they’d worked with before.
- Problem
One support agent noted it could take three to five minutes just to track down a single patient document.
SolutionIn testing, 88% of support agents found what they needed without leaving the page they were already working on.
- Problem
Identifying a benefits investigation outcome and prior authorization status required navigating through multiple sections.
Solution81% of support agents rated the new design easy or very easy to navigate, with several saying they wouldn’t change anything about it.
- Problem
Support agents had no consistent signal for what needed their attention next on a patient’s case.
SolutionSupport agents now know exactly where to look the moment they open a case.
- Problem
Finding a patient’s demographic and product information meant searching each tab in the application individually.
Solution73% of support agents easily found this information summarized in one place, with one calling it a relief to have it all grouped together.