UX Research: The Missing Link for the Success of Pharmaceutical Companies in Digital?
When was the last time you tried using a pharmaceutical company’s website or patient app and felt completely confident in finding the information you needed? For many, the answer is never. In an age where digital touchpoints define trust and credibility, poor user experience is not just frustrating, it can be dangerous.
For pharmaceutical companies, UX research is not just about making their customer-facing portals look appealing, it is about ensuring patients, healthcare providers and regulators can access accurate information quickly and safely. This is where the real competitive edge lies.
This leads to a critical question: what specific challenges are holding pharmaceutical companies back from delivering seamless, safe and user-friendly digital experiences?
UX Challenges in the Pharmaceutical Sector
Pharmaceutical companies operate in a unique space where accuracy, compliance and empathy must coexist. Unlike other industries, their digital touchpoints must not only inform but also protect. The challenge lies in balancing information accessibility with patient safety and privacy.
A 2024 peer-reviewed study found that 70% of health apps and 69% of fitness apps are abandoned within 90 days, a steep drop highlighting significant UX friction.
Meanwhile, healthcare breaches remain alarmingly high: 720 breaches in 2023 exposed over 133 million patient records, underscoring the critical importance of usable, secure interfaces.
These gaps do more than frustrate users, they risk damaging trust and, in some cases, jeopardise compliance and patient safety.
How can pharmaceutical companies better align UX with user needs, regulatory demands and business goals?
The UX Research Advantage
UX research provides the clarity and confidence pharmaceutical companies need to build digital products that truly serve patients, clinicians and regulators. By uncovering real user behaviours, needs and frustrations, UX research transforms guesswork into evidence-based design decisions.
For patients, this means intuitive navigation, accessible content and greater trust. For healthcare professionals, it delivers accurate data at their fingertips for faster decision-making. For the business, it means higher engagement, brand loyalty and fewer costly redesigns.
McKinsey reports that companies transitioning to product and platform –oriented models saw customer satisfaction rise by 15%, delivery speed improve by 20%, and employee satisfaction by 20%, a clear indication of the business value of user-centred design.
Well-led UX research can also spur innovation, such as self-service medication tools or streamlined clinical trial portals, products that meet compliance requirements and deliver user value.
But even with these insights, many decision-makers hesitate. Why wait? That brings us to the next section.
From Hesitation to Implementation
It is understandable for pharmaceutical companies to tread cautiously when compliance is at stake. However, postponing UX research can stall projects, reduce customer satisfaction and weaken competitive edge.
Thankfully, UX research reduces risk through iterative methods, pilot testing, usability studies and stakeholder reviews allow design improvements to be validated before scaling.
Moreover, firms embedding UX into their digital strategies outperform peers on engagement, retention and trust metrics. This isn’t theory, it is proven performance.
With competitors already embracing it, the question isn’t if, but how soon will you act?
Conclusion
Pharmaceutical companies face the tightrope of delivering accessible, accurate and compliant digital experiences while meeting the high expectations of patients and healthcare professionals. UX research bridges that divide, delivering intuitive, secure and engaging platforms.
About User Experience Researchers
User Experience Researchers Pte Ltd (USER) is a leading UX-focused company specialising in digital transformation consultancy, agile development, and workforce solutions. We have a steadfast commitment to innovating the best of today’s technology to promote sustainable growth for businesses and industries.
For more information, contact USER through project@user.com.sg
