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Developing a digital troubleshooter to support contact lens adoption
People often encounter problems when they start using an unfamiliar product, especially if it requires a behaviour change. When patients are sent home from a contact lens fitting with lenses for the first time, it can be frustrating, lonely, and stressful. In the early days of using contact lenses, people who struggle and feel unsupported will often stop using them. Innovia worked with the Vision team at Johnson & Johnson to identify ways to change this and created a digital at-home tool to help people troubleshoot common problems.
Leveraging biology, behavioural science and design, we identified key challenges new contact lens users face and developed solutions through iterative prototyping. We mapped physiological, psychological and physical failure modes - ranging from anxiety to fluid dynamics - and defined corrective actions for each. This informed a question-based algorithm that functions as a digital troubleshooter, guiding users to appropriate solutions.
Our UX and UI expertise enabled the creation of an interactive prototype, tested with patients and Eye Care Professionals to optimise usability and communication. Insights from testing shaped a refined content strategy that resonated with users. In collaboration with digital engineers at Johnson & Johnson, we translated the prototype into a fully functional, web-based tool that is now live, supporting patients through the early stages of contact lens adoption.
The understanding we built has guided the implementation of multiple new tools and products for Acuvue. The digital troubleshooter we developed is now live and making a difference to patients.
“It’s probably as close as you can get to talking to the optometrist.”
“If this existed when I learned to wear lenses, I probably would have never stopped!”.
Patient feedback
“This goes over everything we would say on the phone, so it would save time and resources.”
Optometrist feedback
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