Health Care Institute

The new FK - better medication with better prescriptions

It is the most visited website for healthcare professionals in the Netherlands, with more than 100.000 unique visits per day. The pharmacotherapeutic compass (in short FK) is an institution in itself for healthcare professionals in the Netherlands. ContentKings played a decisive role in the improvements of the site over the last 10 years.

From paper ‘Bible’ to digital decision support system

In the case of the FK the expression ‘bad content kills, good content saves lives’ is 100% true. The FK is the website where doctors and pharmacists check their medication, for instance on side effects and dosage. They use the FK in the consultation room and during visits: so they need answers in seconds, not minutes.

The FK used to be a big paper ‘Bible’, but since 2012 it is only available in a digital form. Right now the FK is published both as a website and as an app. Both are being consulted more than 100.000 times a day. The content in the FK is of vital importance. Literally, because the content in the FK can be lifesaving. Obviously medical professionals primarily use their skills and experience. But in case of doubt or when they suspect side effects or other interactions the FK is at their service to check for alternatives.

Redesign with a focus on user experience

The paper edition of the FK disappeared in 2012. Although this paper edition was no longer published, the idea of this paper ‘Bible’ still very much existed on the website and in the app. A redesign was necessary. The redesign was focusing on the actual needs of the user, so truly a User Experience Redesign. The Healthcare Institute asked us to do an expert analysis and a usability test.

Joining the agile team

The redesign was planned with agile sprints of 3-weeks. We proposed to expand our cooperation so we could join these multiple agile sprints with the customer. At ContentKings we believe multiple rounds of user feedback always add more value than just one round of feedback with a longer development cycle. Two feedback rounds with 4 users results in better feedback than one round with 8 users.

With the help of user research by ContentKings we were able to create a better fit with our professional health care users.
Sandra Landa, Manager Health Care, Health Care Institute

Expert analysis: suggestions to improve the prototype

In the Expert Analysis we looked at the design as it was. In this analysis we already proposed a number of importance. We suggested the following:

  • Support the primary customer job ‘checking medication’ and design the page around this task.
  • Get rid of all ‘noise’ such as news. The FK is not an ordinary website but a ‘tool’ for doctors.
  • Increase usability by clarifying possible paths and design chunks of content in a consistent way.
  • See how simplification of design creates more overview and balance.
  • Reconsider the structure of the site of the FK: it is no longer a book, but a website.

Usability test: discovering the customer jobs for the FK

Our diagnosis from the Expert Analysis was confirmed in the usability test. And more, we discovered four Customer Jobs:

  • checking medication
  • finding alternative medication
  • substantiate clinical decisions
  • learning to prescribe medication

The users of the FK clearly described different use cases. On the one hand they have the task of ‘checking medication’ in the consultation room with the patient. This task execution is always under pressure, extremely result focused, with very little time. Doctors need to check and verify complicated facts on dosage and interactions, and also need to translate them for the patient who wants to know what is the matter.

On the other hand they were tasks that could be done elsewhere, for instance in their study. In the tasks facts and background are verified afterwards. This happens in a relative quiet atmosphere, but these tasks are also very imported, because of the impact any clinical decision making has.

Continuous cooperation

Also in later years ContentKings contributed to the development of the FK, which was a continuous process. We developed design thinking workshops around personas and consulted on specific editorial guidelines.

Recently we concluded extensive research on the FK is used in academic education. This confirmed the outstanding reputation the FK has, but also resulted in valuable feedback to further improve the FK.

About the Customer Job method

The agile development of the FK was highly successful: Customer Jobs helped in prioritizing UX design, editorial planning and guidelines, but also in managing the development road map. All ideas were fed by one question: how does it contribute to the Customer Job of the doctor 'checking medication'?

Result: ultrafast decision support system

Doctors and other healthcare professionals now use the FK as an ultrafast and reliable decision support system. It is a valuable tool for clinical decision making in the consultation room. All information is relevant and accurate. The website is user-friendly with the right content only a few clicks away.

If it is true that ‘bad content kills’, you can say ‘the new FK saves lives’.

Ellen Altenburg

Want to know more? Want to know what ContentKings can do for your project? Contact Ellen.

Contact Ellen

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